Job Description

Job Category: CS - Customer Service
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The mission of this position is to help Church members fulfill their divinely appointed responsibility to discover their families through family history methods, submit their names to the temple for saving ordinances, and to help bring souls unto CHRIST.
This position is primarily for educational or religious purposes and should be used for providing valuable educational experiences for the Employee. It is to give the Employee an opportunity to see how principles and practices learned in their educational institutions are applied in an actual work setting. Under general supervision, the Employee performs work as assigned by the department.
This position is one of many focal points for all written and audiovisual training materials for the geographical areas of the church. The incumbent will be fully accountable with supervision to ensure product reliability in instructional content, style, clarity, and usability. Products of this section are used worldwide by employees, church service missionaries and volunteers, members, and the general public with diverse skills and in varying cultural environments.
We are seeking a highly skilled Technical Content Developer with a passion for clarity, accuracy, innovation, and user-focused communication. This role blends hands-on content creation with light supervisory and mentoring responsibilities, supporting a team of content contributors while shaping high-quality learning and support resources.
You will develop user documentation, knowledge-based articles, learning journeys, process guides, and multimedia content that enable employees, volunteers, and customers to succeed. You will also guide junior team members, provide feedback, and help maintain consistent quality and standards across the content ecosystem.
A key part of this role includes leveraging AI-assisted content curation to increase efficiency, improve accuracy, and enhance global scalability.
Responsibilities:

• Content Development
• Create, update, and maintain technical documentation including knowledge articles, help center content, process guides, and training materials.
• Translate complex processes, tools, and systems into clear, user-friendly content for global audiences.
• Collaborate with subject-matter experts to extract and validate technical information.
• Ensure all content aligns with organizational guidelines, voice, accessibility, and quality standards.
• Assist in content migration projects, including formatting, linking, tagging, and testing in content platforms (e.g., Zendesk, Brightspot, LMS tools).AI Content Curation and Optimization
• Use AI-powered tools to generate first-draft content, summarize SME insights, and streamline content workflows.
• Curate AI-assisted outputs to ensure accuracy, clarity, tone alignment, and compliance with organizational standards.
• Train, refine, and maintain AI prompts and templates to support content scalability and consistency.
• Partner with translation and localization teams to enhance automated translation models and optimize terminology repositories.
• Analyze AI-generated insights to identify content gaps, improve search relevance, and support proactive content strategy.
• Monitor emerging AI capabilities and recommend best practices for responsible and effective usage.
• Supervisory and Team Support
• Provide informal leadership and direction to interns or junior content developers.
• Review team members' work for accuracy, clarity, and consistency with content standards.
• Offer coaching, feedback, and mentoring to build skills and capability within the team.
• Assist the manager in overseeing daily workload allocation, tracking progress, and ensuring deadlines are met.
• Help maintain a positive, collaborative team culture focused on high quality and continuous improvement.
• Cross-Functional Collaboration
• Work closely with product, engineering, operations, and readiness teams to ensure content accuracy and proactive communication.
• Participate in meetings and cross-team reviews to gather requirements and continuously refine content.
• Support global translation and localization workflows as needed.
• Quality, Standards and Governance
• Contribute to developing and maintaining style guides, content standards, and best practices.
• Ensure all documentation undergoes proper approvals, version control, and lifecycle management.
• Use analytics and feedback tools to identify improvements needed and optimize content.

Qualifications:
BS degree in Computer Science or related field & 4 years of technical support or 4 years computer network support (wide area) or equivalent amount experience & education in variety of support functions: support hardware & software, LAN & WAN, provide advanced support to a product,develop solutions to difficult process/product problems, etc.
2-5 years of experience in technical writing, content development, instructional design, or a related field.

• Familiarity with AI writing tools, generative AI workflows, or automated content curation systems.
• Exceptional writing, editing, and communication skills with strong attention to detail.
• Experience with help-center or knowledge-based platforms (e.g., Zendesk, Brightspot, Confluence, ServiceNow).
• Ability to understand complex systems and explain them clearly to non-technical audiences.
• Experience reviewing others' work and providing constructive feedback.
• Ability to manage multiple projects, prioritize, and meet deadlines in a fast-paced environment.
• Preferred
• Experience guiding interns or junior team members in a collaborative setting.
• Familiarity with tools such as JSON, LMS platforms, translation systems, or video/audio scripting.
• Understanding of AI prompt engineering, model limitations, and responsible use practices.

Knowledge of global content strategy, localization, and content governance.
2011 IRI. All rights reserved. Printed in the USA. 5/11. PD50034095
About Us:
Church employees find joy and satisfaction in using their unique talents and abilities to further the Lord's work. From the IT professional who develops an app that sends the gospel message worldwide, to the facilities manager who maintains our buildings- giving Church members places to worship, teach, learn, and receive sacred ordinances-our employees seek innovative ways to share the gospel of Jesus Christ with the world. They are literally working in His kingdom.
Only members of the Church who are worthy of a temple recommend qualify for employment. Apart from this, the Church is an equal opportunity employer and does not discriminate in its employment decisions on any basis that would violate U.S. or local law.
Qualified applicants will be considered for employment without regard to race, national origin, color, gender, pregnancy, marital status, age, disability, genetic information, veteran status, or other legally protected categories that apply to the Church. The Church will make reasonable accommodations for qualified individuals with known disabilities.

Skills Required