The Instructional Designer / Knowledge Content Specialist is responsible for designing, structuring, and maintaining clear, user-centered process documentation and knowledge assets. This role transforms complex processes into intuitive, actionable content for both internal employees and customer-facing channels, including AI-powered tools. This individual ensures that all knowledge artifactssuch as SOPs, work instructions, decision trees, and bot contentare accurate, accessible, and aligned with business processes, enabling end users to quickly find and apply the right information. Key Responsibilities - Process Documentation & Knowledge Development - Develop and maintain human-readable Standard Operating Procedures (SOPs) and Work Instructions (WIs) - Translate complex workflows into clear, structured, and easy-to-follow content - Ensure documentation aligns with process maps and operational intent - Apply ISO-aligned document control standards (versioning, ownership, updates) AI & Cu...