Job Description
We are seeking a detail-oriented and highly collaborative Process Documentation & Knowledge Management Specialist to support enterprise-wide process standardization. This role will work across all business units—including Sales, Customer Success, Service Delivery, PMO, Finance, and Support—to capture, formalize, and centralize operational processes into a single, structured repository. The ideal candidate thrives in fast-paced environments, can quickly understand complex workflows, and has a passion for bringing clarity and structure to how teams operate.
Process Discovery & Documentation
- Partner with cross-functional teams and Subject Matter Experts (SMEs) to document current-state workflows
- Convert informal processes and tribal knowledge into structured documentation
- Develop:
- Standard Operating Procedures (SOPs)
- Process maps and workflows
- Checklists and playbooks
Knowledge Repository Management
Organize, maintain, and update the knowledge repository for accurate and easy user access.
Efficiently organize, maintain, and update the company's knowledge base to ensure easy access and up-to-date information for all employees.
- Build and maintain a centralized documentation repository (SharePoint, Confluence, or similar)
- Organize documentation for ease of access, usability, and scalability
- Implement standards for:
- Document templates
- Version control
- Review and approval workflows
Cross-Functional Alignment
- Engage with teams across Sales, PMO, Delivery, Support, Finance, and Operations
- Identify process gaps, redundancies, and inconsistencies
- Drive standardization to improve handoffs and accountability
Continuous Improvement
- Regularly review and update documentation to ensure accuracy and relevance
- Identify opportunities to streamline workflows and reduce manual effort
- Support audit readiness and compliance initiatives
Adoption & Enablement
- Train teams on how to access and use the documentation repository
- Promote adoption of standardized processes across the organization
- Serve as a central resource for documentation best practices
Requirements
- 3–6+ years of experience in process documentation, technical writing, or operations
- Proven experience creating SOPs, workflows, and structured documentation
- Strong ability to work cross-functionally with global teams
- Excellent written and verbal communication skills
- High attention to detail and strong organizational skills
Preferred Qualifications:
- Experience in IT Services, Managed Services, or Consulting environments
- Familiarity with tools such as SharePoint, Confluence, or similar platforms
- Experience with process mapping tools (Lucidchart, Visio, Miro, etc.)
- Understanding of ITIL or operational best practices
- Exposure to systems like Autotask, HubSpot, or similar platforms
Success Metrics (First 90-120 Days):
- Establish a centralized documentation repository structure
- Deliver baseline documentation across key teams (Sales, PMO, Support, Customer Success)
- Implement standardized templates and governance processes
- Achieve adoption and active usage across departments
Why This Role Matters:
This role is critical to scaling ProArch’s operations by:
- Eliminating inconsistent and undocumented workflows
- Improving efficiency and reducing manual effort
- Enabling cross-team alignment and accountability
- Supporting long-term growth and operational maturity
