Document Specialist I

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What We'll Bring:

We are seeking a detail-oriented and proactive Knowledge Management Specialist to join our team. This role will focus on creating, maintaining, and optimizing Standard Operating Procedures (SOPs), process maps (using EPM/BPMN standards), process taxonomies, and other knowledge assets. The ideal candidate will have a strong background in technical writing, process documentation, and knowledge management frameworks, with a passion for driving operational excellence and knowledge sharing.

What You'll Bring:

Key Responsibilities

• Develop and maintain Standard Operating Procedures (SOPs) in collaboration with process owners and SMEs.
• Create and update process maps using EPM (Enterprise Process Mapping) and BPMN (Business Process Model and Notation) standards.
• Design and maintain process taxonomies to support knowledge classification and retrieval.
• Collaborate with cross-functional teams to gather, validate, and document business processes and workflows.
• Create engaging and user-friendly knowledge content, including manuals, guides, FAQs, and training materials.
• Ensure all documentation is consistent, version-controlled, and aligned with organizational standards.
• Support knowledge audits and gap analyses to identify areas for improvement.
• Promote knowledge sharing and best practices across teams and departments.
• Use content management systems (CMS) and knowledge bases to publish and manage documentation.
• Monitor and report on documentation usage, effectiveness, and feedback.
• Experience from Call center training documentation development or knowledge management groups.

Core Knowledge Management & Documentation Skills:

• SOP creation and lifecycle management
• Process documentation using BPMN and EPM standards
• Experience with process mapping tools (e.g., Visio, Lucidchart, Business Optix)
• Strong technical writing and content structuring skills
• Familiarity with taxonomy design and metadata tagging
• Version control and document management best practices

Soft Skills:

• Strong communication and stakeholder management
• Analytical thinking and attention to detail
• Ability to work independently and manage multiple priorities

Collaborative mindset for cross-functional engagement

Impact You'll Make:

• Bachelor's degree in Information Management, Library Science, or a related field
• 2-4 years of experience in knowledge management or a related field
• Must have strong attention to detail to review, edit, and format documents accurately, identifying errors, inconsistencies, and non-compliance issues, and ensuring document quality and integrity
• Should possess strong organizational skills to manage multiple documents, versions, and revisions effectively, ensuring that documentation processes are streamlined and efficient
• Must have strong communication skills to collaborate effectively with cross-functional teams, convey information clearly and accurately, and facilitate document reviews, approvals, and revisions
• Strong problem-solving skills to identify issues, analyze root causes, and recommend solutions to address documentation-related challenges, such as compliance gaps, process inefficiencies, and quality issues.

This is a hybrid position and involves regular performance of job responsibilities virtually as well as in-person at an assigned TU office location for a minimum of two days a week.

TransUnion Job Title

Analyst, Business Analysis