$50/hour About the Role SGF Global is seeking an experienced Operations Knowledge Author to support one of our clients. In this role, you will transform complex business processes, technical information, and product-related content into clear, actionable, and easy-to-understand knowledge resources . You will create documentation that enables Operations teams to work efficiently, troubleshoot issues, understand processes, and deliver exceptional customer experiences. The ideal candidate is a strong operational or technical writer with experience creating knowledge articles, how-to guides, troubleshooting documentation, and process workflows , preferably within a SaaS, EdTech, or technology-driven environment. Key Responsibilities Research, write, edit, and maintain clear and actionable knowledge articles, guides, troubleshooting documentation, and operational workflows . Translate complex technical, product, policy, and process information into simple, user-friendly content for technical and non-technical audiences. Gather and synthesize information from multiple sources, products, and platforms into unified and easy-to-navigate knowledge resources. Develop and maintain content aligned with upcoming product and program releases , ensuring Operations teams have accurate information when they need it. Create documentation that supports troubleshooting, process execution, and customer service activities. Organize content to make information easy to search, understand, and apply. Review and update existing documentation to ensure accuracy, consistency, and usability. Collaborate with cross-functional stakeholders to gather information and ensure documentation accurately reflects operational and product requirements. Required Qualifications 3+ years of professional experience writing and editing content that explains complex processes and product functionality in clear, simple, and actionable terms. Professional experience creating technical documentation, knowledge articles, how-to guides, troubleshooting content, or operational process documentation . Experience translating complex technical or diagnostic information into clear instructions for non-technical audiences. Experience reading and interpreting technical manuals, procedures, vendor documentation, and product documentation as source material for knowledge content. Working knowledge of Knowledge-Centered Service (KCS) principles or other knowledge management frameworks. Experience working with enterprise knowledge management platforms such as SharePoint, ServiceNow, Confluence, or similar platforms. Experience organizing knowledge content using metadata and taxonomy principles to improve structure, searchability, and findability. Knowledge of accessibility standards and plain-language content practices . Experience with usability testing, information design, UX writing principles, or user-centered content development . Experience using AI-assisted authoring tools or content analytics platforms as part of the content creation or optimization process. Familiarity with common operating systems and device environments, including Windows, macOS, iOS/iPadOS, Chrome OS, and Android . Certification or training in writing/editing, KCS, knowledge management, or a related framework. Strong written communication, editing, research, and information organization skills. Preferred Qualifications Experience creating knowledge content for call center, contact center, customer support, or high-volume Operations teams . Experience working in an EdTech or SaaS environment . About SGF Global SGF Global is an integrated talent solutions provider offering staffing, recruitment, Employer of Record (EOR), nearshore, and consulting services across a wide range of industries in more than 35 countries. We are a dynamic, people-first organization where fresh ideas are welcome. Our culture is built on collaboration, innovation, and a genuine passion for helping people grow. If you are passionate about turning complex information into clear, useful content and enjoy working in fast-paced, technology-driven environments, we encourage you to apply.
Job Type:
Contract Pay:
$50.00 per hour Application Question(s): Due to regulatory and contractual requirements, this role requires US citizenship or green card holders. Are you a US citizen or green card holder? Do you have 3+ years of professional experience creating technical documentation, knowledge articles, troubleshooting guides, how-to content, or operational process documentation? Do you have experience with KCS (Knowledge-Centered Service) principles or other knowledge management frameworks, as well as enterprise knowledge platforms such as SharePoint, ServiceNow, or Confluence? Do you have experience with metadata/taxonomy, accessibility standards, usability/information design, or UX writing principles? Do you have professional experience using AI-assisted authoring tools or content analytics platforms?
