Knowledgebase Content Specialist

Product

Knowledgebase Content Specialist

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Job Category: Product
Requisition Number: KNOWL018839

Knowledgebase Content Specialist - SoftWriters

More than a technology company.

Empower LTC Pharmacies. Save Lives. Build the Future of Healthcare Technology.

About SoftWriters

SoftWriters develops innovative IT solutions that empower long-term care (LTC) pharmacies to deliver life-saving medications more efficiently and accurately. As a voted top workplace in Pittsburgh, we combine meaningful work with a collaborative culture where your contributions directly impact patient care.

The Opportunity

We're seeking a Knowledgebase Content Specialist to join our growing team and help shape the future of healthcare technology. In this role, you'll create and maintain the critical documentation that empowers employees, customers, and partners to successfully leverage SoftWriters' solutions, while driving clarity, consistency, and continuous improvement across our knowledge ecosystem.

Location: Hybrid - Pittsburgh, PA (Core office days: Tuesday, Wednesday, Thursday)

Reports to: Product Release Manager

What You'll Do

• Develop, maintain, and enhance high-quality internal documentation including Standard Operating Procedures (SOPs), process documentation, and training materials.
• Create and update customer-facing content such as User Guides, Help Guides, FAQs, release documentation, and knowledge base articles that support exceptional user experiences.
• Manage the full documentation lifecycle, including content planning, drafting, editing, stakeholder review, publishing, and ongoing maintenance.
• Maintain a well-organized and accessible knowledge base, ensuring information remains accurate, relevant, and aligned with evolving products and business processes.
• Leverage AI-powered tools and modern content management practices to improve documentation quality, efficiency, engagement, and usability.
• Conduct knowledge audits and root cause analysis to identify documentation gaps, outdated content, process inefficiencies, and opportunities for improvement.
• Coordinate documentation deliverables across multiple projects and product releases, balancing competing priorities while meeting deadlines and quality expectations.
• Partner closely with Subject Matter Experts, Product Management, Support, Operations, and other stakeholders to gather information, validate content, and drive knowledge-sharing initiatives.

What We're Looking For Required:

• Bachelor's degree in English, Communications, Technical Writing, or a related field.
• Proven experience as a Knowledgebase Content Specialist, Technical Writer, Content Manager, or similar documentation-focused role.
• Exceptional writing, editing, proofreading, and communication skills with strong attention to detail.
• Experience developing user-friendly documentation for both technical and non-technical audiences.
• Proficiency with content management systems (CMS), documentation tools, and knowledge management platforms.
• Experience with platforms such as Microsoft SharePoint, Aha! Knowledge, or comparable knowledge management solutions.
• Strong project management and organizational skills with the ability to manage multiple initiatives, coordinate stakeholder reviews, and consistently meet deadlines.
• Demonstrated ability to collaborate effectively across cross-functional teams and translate complex information into clear, actionable documentation.

Preferred:

• 4-7 years of technical writing, knowledge management, or content development experience within a software or technology environment.
• Experience utilizing AI technologies and automation tools to improve content creation, maintenance, and user engagement.
• Familiarity with Agile methodologies, software development lifecycles, and product release processes.
• Healthcare technology, long-term care pharmacy, or healthcare software experience.
• Experience conducting knowledge audits, performing root cause analysis, and recommending process improvements.
• Experience planning and executing large-scale documentation initiatives across multiple teams and stakeholders.
• Familiarity with project management and collaboration tools such as Jira, Azure DevOps, Aha!, Monday.com, or similar platforms.
• Strong ability to create intuitive, user-centric documentation that improves adoption and reduces support burden.

Why You'll Love Working Here Meaningful Work: Your contributions will help pharmacies, healthcare organizations, and internal teams access critical information that supports patient care and operational excellence.

Modern Work Environment: Brand new, high-tech office with stunning Pittsburgh city views, located directly on the North Shore waterfront.

Recognized Top Workplace: Consistently voted one of the best places to work in Pittsburgh.

Work-Life Balance:

• Hybrid work policy with flexible hours
• Remote-Work Bank for additional flexibility
• Paid parking provided
• PTO day on your birthday
• Floating holidays

Comprehensive Benefits:

• Competitive salary
• 100% paid parental leave
• 401(k) with company match
• Comprehensive medical, dental, and vision coverage
• Life and disability insurance

Growth-Focused Culture:

• Continuous learning and development opportunities
• Cross-functional collaboration
• Clear career advancement paths
• Opportunities to work with emerging AI-driven content and knowledge management technologies

Our Values in Action

• Innovators, Thought Leaders, Teachers: We invest in your growth and encourage knowledge sharing.
• Accountability and Ownership: Take initiative, own outcomes, celebrate wins.
• Customer-Centric: Direct connection to the pharmacies and patients we serve.
• Unyielding Integrity: Ethical decision-making in everything we do.
• One Team, Family Spirit: Collaborative environment where everyone's success matters.

Ready to Apply? Join a team where your ability to create clear, impactful documentation directly supports healthcare technology solutions that improve lives. We're looking for a detail-oriented communicator who is passionate about knowledge sharing, continuous improvement, and helping users succeed through great content.

Note: This position does not sponsor work visas and requires ability to work hybrid from our Pittsburgh office. Relocation assistance is not provided.

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Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c).

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