Knowledge Management Author, Learning Design and Development

At Citi, we get to connect millions of people across hundreds of cities and countries every day. And we've been doing it for more than 200 years. We do this through our unparalleled global network. We provide a broad range of financial services and products to our clients - whether they be consumers, corporations, governments or institutions - to help them meet their biggest opportunities and face the world's toughest challenges.

Shape your Career with Citi

Citi's Human Resources (HR) team helps Citi to attract, retain and develop our employees across the globe. The team does this through supporting key areas including recruiting, diversity, global learning and talent development, benefits, compensation and employee relations.

We're currently looking for a high caliber professional to join our team as Officer, Learning Design and Development Specialist (Knowledge Management Author) This role offers a hybrid work arrangement.

The Learning Design and Development Specialist (Knowledge Management) is a content authoring (technical writing) role with a solid understanding of industry standards and writing principles to create instructional/procedural content. The role requires deep understanding of performance-based learning. A key competency is the ability to break down information in a systemic and consumable manner to support learning and on the job performance. Strong communication and diplomacy skills are required in the handling of potentially complex/sensitive information. Consulting with and influencing business stakeholders is a core responsibility. A strong focus on quality and timeliness of deliverables is imperative.

Key Responsibilities:

• Writes technical/procedural content to assist front line staff (contact center, branch) with job performance.
• Adheres to defined Knowledge Management writing standards and instructional design best practices to optimize the end-user experience (accessibility, findability, usability, etc.).
• Analyzes and sizes work effort for knowledge management requests
• Conducts quality reviews on procedural content to ensure adherence to writing and quality standards.
• Meets productivity and quality goals.
• Performs administrative knowledge management tasks (archiving, copies, mechanical revisions).
• Identifies inconsistencies or discrepancies in knowledge content
• Assesses risk when business decisions are made, demonstrating consideration for the firm's reputation and safeguarding Citigroup, its clients, and assets.
• Escalates, manages, and reports risk with expediency and transparency.
• Consults with requestors/stakeholders around work prioritization and quality.
• Participates in the Learning (Instructional Design) process by conducting needs assessments; task analysis; and research of knowledge management components.
• Works with subject matter experts to develop knowledge management solutions for assigned projects, based on the outcome of analyzing business needs, performance goals, and audience.

Qualifications

• 2-5 years experience of knowledge management and/or technical writing experience.
• Experience with the content writing/authoring tools.
• Knowledge of KMS systems (intake, authoring, workflow, governance, end-user experience, etc.)
• Understanding knowledge management principles, theories and best practices
• Clear and concise written and verbal communication skills
• Proficient in Microsoft Office with an emphasis on MS Excel
• Self-motivated and detail oriented
• Adult Education in a financial services and/or corporate setting a plus

Leadership Skills:

• Ability to establish and/or build trust with teams, colleagues, and leaders
• Effective written and oral communication skills
• Ability to influence peers, direct manager, and specific business partners
• Ability to network and partner with colleagues and business partners
• Demonstrate adaptability; work well in ambiguous situations
• Model personal development
• Ability to work in a matrix organization
• Work well in a team environment
• Possess effective listening skills
• Possess effective, solution-oriented problem-solving and negotiating skills
• Ability to stay customer-focused
• Ability to collaborate with peers, design, SMEs and specific business partners by clarifying deliverables and reinforcing outcomes

Note that the Learning Design & Development Specialist may work in an adaptive, self-managed, cross-functional Agile development team where additional duties may arise including, but not limited to:

• Support the intake of new learning request through consulting and needs analysis as well as imple