Sr. Knowledgebase Writer

Managed Learning Services (MLS) – Sr. Knowledgebase Writer

Department: Ops Training Transformation – Managed Learning Services

Work Type: Onsite

English Level: B2 – Required

Schedule Flexibility: Required

1. About the Team

The Managed Learning Services (MLS) team provides dedicated and specialized services to different clients, working directly with TELUS Digital and external clients to identify business needs and deliver solutions that address performance gaps, strategic opportunities, and business challenges.

2. Role Overview

As a Senior Knowledgebase Writer, you will play a hands-on, execution-focused role within Member Success, ensuring that global employees have access to accurate, clear, and relevant information.

You will own the full content lifecycle, including creating, managing, publishing, and maintaining a high-quality knowledge base structured for both human and AI consumption.

You will also partner closely with subject matter experts (SMEs) and key stakeholders to identify content gaps, ensure alignment, and promote knowledge sharing across People Services.

3. Main Responsibilities

A. Content Creation and Knowledge Management

• Create, edit, update, and publish specialized, complex, or highly technical content, ensuring clarity, accuracy, relevance, and compliance with company standards.
• Maintain an organized knowledge base structure to facilitate easy navigation and quick access to information.
• Partner with subject matter experts to capture, document, and update standardized knowledge articles and FAQs.
• Oversee the full content lifecycle, including reviews, approvals, version control, and archiving.
• Develop and implement content strategies to improve the effectiveness and impact of the knowledge base.
• Perform peer reviews and regular knowledge base audits to ensure accuracy, consistency, and relevance.
• Perform user management tasks, including user creation, access-level assignments, and password resets.

B. Knowledge Base Optimization and AI Search

• Improve knowledge bases based on end-user feedback and metrics analysis.
• Structure and tag Zendesk content to support AI-assisted search, bots, and ticket deflection.
• Monitor content performance and retrieval effectiveness, including search success and ticket deflection.
• Use dashboards to monitor key metrics and prioritize continuous improvements.
• Apply SEO principles to improve content visibility and searchability.

C. Communication and Stakeholder Management

• Present during meetings and adapt communication styles to stakeholders, projects, teams, and business needs.
• Communicate and negotiate with stakeholders to manage expectations and meet agreed-upon timelines.
• Attend weekly stakeholder calls to provide updates and review project progress.
• Develop job aids, document business rules, simplify complex information, and tailor content to different audiences.
• Maintain confidentiality and build effective relationships with internal departments across TELUS Digital.

D. Quality Assurance and Continuous Improvement

• Apply strong self-review and quality assurance practices before submitting or publishing content.
• Assess content readiness and recommend improvements with minimal supervision.
• Explain and justify content decisions based on established standards and business requirements.
• Demonstrate accountability, initiative, and continuous improvement in content quality and workflow efficiency.
• Share knowledge and best practices with less experienced team members.
• Plan and prioritize tasks to ensure timely delivery and high-quality results with minimal supervision.

4. Skills and Knowledge

Required Skills

• English proficiency – B2: Oral and written comprehension, with appropriate language usage.
• Expert writing and editing: Strong writing, self-editing, proofreading, and quality review skills, with excellent attention to detail.
• Research and validation: Ability to ensure content accuracy, completeness, consistency, and alignment with business requirements.
• Problem-solving and analytical thinking: Ability to analyze straightforward problems and evaluate solutions using technical expertise, judgment, and established precedents.
• SEO knowledge: Expert understanding of search engine optimization principles and their application to content visibility.
• Content management systems (CMS): Expert knowledge of content management systems and documentation tools.
• Zendesk Guide / Knowledge Base Administration: Proficiency in managing and maintaining Zendesk knowledge bases.
• Communication: Strong written and verbal communication skills.
• Quality assurance: Ability to evaluate content against established standards before approval or publication.

Additional Skills and Competencies

• Experience structuring and tagging content for AI-assisted search and chatbot solutions.
• Familiarity with Zendesk AI features, such as Content Cues, is a plus.
• Ability to work collaboratively while demonstrating ownership, initiative, and independent decision-making.
• Confidence in making content recommendations with minimal supervision.
• Ability to work in environments with evolving processes, ambiguity, and changing documentation needs.
• Strong planning, prioritization, and accountability skills.
• Ability to defend content decisions using established standards and business requirements.

5. Studies and Experience

• Content Management Systems: Minimum of 3 years of experience in roles related to content management systems – Required.
• Client Management: Minimum of 3 years of experience in roles related to client management – Required.
• Education: University student in Information Technology, Business Administration, Pedagogy, or a related field.

About Company:

TELUS Digital is the customer experience transformation partner to the world's most admired brands. Our diverse team weaves data, technology, and human ingenuity to deliver differentiated customer journeys, drive operational effectiveness, and scale AI solutions with meaningful value and positive impact.

We craft real-world solutions in the moments that matter, from customer acquisition to lifelong loyalty. Enabled by our global reach - spanning 78,000 experts in 33 countries - and deep industry expertise, we help over 600 organizations make the customer experience feel effortless.

Our solutions span Data & AI, Digital Experience & IT, CX Management and Trust & Safety. At the core of our innovation is Fuel iX™, an enterprise-grade generative AI platform that helps clients safely access and optimize leading LLMs to scale their own AI from pilot to production.

Equal Opportunity Employer Statement

At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicant's qualifications, merits, competence and performance without regard to any characteristic related to diversity.