Knowledge Systems Specialist

Job Summary  

We are looking for a detail‑oriented and motivated Knowledge Systems Specialist to help us build and sustain a high‑quality Enablement knowledge library within  Knowledge Systems. In this pivotal role, we rely on you to translate complex, evolving processes into clear, accurate, consistent and accessible documentation, ensuring employees can easily find, discover and trust the information they need to deliver consistent, exceptional Member experiences. You will collaborate with Enablement leadership and cross-departmental Subject Matter Experts to create, maintain, and govern knowledge content that supports the adoption of tools, processes, and ways of working.  

The Knowledge Systems Specialist reports to Enablement leadership.  

About UFCU  

Our Credit Union was founded in 1936 and has grown to serve members throughout Texas and beyond. At UFCU, we are more than just a financial institution, and our people are more than just employees. We are dedicated to our purpose of empowering our Members to achieve financial success and build brighter futures.  

In pursuit of our aspiration that UFCU is loved by millions of Members and built to thrive for generations, we are guided by our values:  

Purposefully Member-Obsessed  

We are driven by a profound sense of empathy to deeply understand our Members’ needs and preferences, what brighter futures means to them, and the obstacles in their way. We act in our Members’ best interests, forever seeking to empower their financial success.  

Possibilities Reimagined  

We are inspired to courageously experiment, learn, and iterate in pursuit of positive impact for our Members, UFCU, and coworkers. We challenge assumptions, embrace diverse perspectives, and make use of data and insights.  

Performance Excellence Rooted in Unwavering Integrity  

We do the right thing, always. We champion teamwork, accountability, continuous improvement, and celebrate successful outcomes of others, fostering an inclusive environment of excellence and collaboration.  

Essential Functions  

• Develop and guide change and adoption strategies for initiatives in partnership with Subject Matter Experts (SMEs) across UFCU teams, capturing, writing, and editing knowledge articles, job aids, FAQs, and procedural documentation.  
• Translate complex, verbal, or inconsistently documented processes into clear, concise, and standardized written content appropriate for employee use.  
• Publish, organize, and maintain content within knowledge libraries, ensuring adherence to established templates, writing standards, and formatting guidelines.  
• Apply, organize and maintain metadata, tags, categories, and naming conventions to support effective searchability and navigation.  
• Manage the ongoing content lifecycle, including tracking ownership, coordinating reviews, validating updates, and retiring outdated materials in alignment with governance standards.  
• Monitor the knowledge library for content gaps, redundancies, conflicts, or outdated information and proactively recommend improvements.  
• Serve as the day‑to‑day steward of the knowledge base, ensuring content accuracy, consistency, and usability.  
• Support Enablement leadership in the execution of knowledge governance practices, including audits, review cadences, and documentation standards.  
• Continuously improve documentation practices by incorporating feedback from users, SMEs, and leaders.  
• Utilize AI tools to support the creation, maintenance, and optimization of knowledge articles, job aids, FAQs, and procedural documentation, improving efficiency and user experience.  

Other   

• Adheres to all company policies, procedures, and business ethics codes.   
• Completes required regulatory training as assigned.   
• Maintains compliance with applicable laws, regulations, and internal controls relevant to the role.  

Knowledge/Skills/Abilities   

• Strong written communication and editing skills, with the ability to create clear, easy‑to‑understand documentation.   
• Exceptional attention to detail and organizational skills.   
• Ability to work independently, manage multiple content workstreams, and meet deadlines.   
• Comfort partnering with SMEs to clarify information and ask effective follow‑up questions.   
• Ability to apply standards consistently and follow structured processes.   
• Willingness to learn and grow into knowledge management, taxonomy, and governance practices.   
• Proficiency with Microsoft tools; familiarity with SharePoint preferred or ability to learn quickly.  

Core Competencies  

• Demonstrating Member Obsession  
• Puts themselves in the Member’s shoes  
• Looks for friction points  
• Makes it personalized and easy  
• Demonstrating Performance Excellence  
• Sets standards for elevating excellence  
• Ensures elevated quality  
• Takes responsibility   
• Conducts continuous improvement  
• Demonstrating Innovation  
• Challenges current thinking  
• Approaches change with a positive mindset  

Experience  

Minimum Requirements  

• Minimum of a high school diploma or equivalent required; bachelor’s degree in a related field preferred.  
• 1–3 years of experience in documentation, writing, operations support, or content management.   
• Demonstrated ability to organize information and produce accurate written materials.   
• Strong time‑management and prioritization skills.  

Preferred Requirements   

• Bachelor’s degree in Communications, English, Technical Writing, Business, or a related field, or equivalent practical experience.  
• Experience in technical writing, knowledge management, or documentation roles.   
• Familiarity with SharePoint, content management systems, or intranet environments.   
• Experience working in financial services, operations, or regulated industries.   
• Interest in developing expertise in content governance, taxonomy, and indexing.   
• Experience collaborating with cross‑functional teams or subject matter experts.  

Physical Demands  

The physical demands described are representative of those that must be met by an employee, with or without accommodation, to successfully perform the essential functions of this job.  Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.  

• While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle or feel; reach with hands and arms; and talk or hear.    
• Specific vision abilities required by this job include close vision, distance vision, peripheral vision, and ability to adjust focus.    
• Employee will make extensive use of the telephone and virtual communications requiring the ability to explain complex information effectively and accurately.   

Work Environment  

The work environment characteristics described are representative of those an employee encounters while performing the essential functions of this job.    

• This position requires frequently working onsite at UFCU Plaza in Austin, Texas.   
• This position may involve periodic stressful conditions.  
• May occasionally require an adjusted work schedule, overtime, and evening/weekend hours.  
• May occasionally move from one work location/branch to another.  
• Public contact position, requiring appropriate professional appearance.  
• Frequent computer use at a workstation of up to two hours at a time.  

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