Documentation and Training Analyst

Role overview

Documentation and learning

• Create and maintain procedures, SOPs, job aids, quick-reference guides, checklists, and knowledge articles.
• Translate approved designs, requirements, business rules, controls, system steps, and exception paths into clear role-based guidance.
• Validate content with SMEs, Product Owners, Risk, and Delivery partners; maintain version control and traceability.
• Conduct learning-needs analysis and define role-based objectives, curricula, and delivery approaches.
• Develop facilitator and participant materials, e-learning content, simulations, exercises, knowledge checks, and performance-support tools.
• Deliver or coordinate instructor-led and virtual training, train-the-trainer sessions, knowledge transfer, and post-launch reinforcement.

Readiness and transformation delivery

• Align learning with stakeholder impacts, communications, readiness activities, release timing, and adoption measures.
• Confirm procedures, learning assets, environments, access, and facilitators are ready before deployment.
• Support UAT and production readiness by updating documentation and learning materials based on issues, defects, and process clarifications.
• Monitor learner feedback, completion, knowledge checks, performance indicators, and support themes; recommend reinforcement where needed.
• Manage content dependencies across sprints and releases, coordinate business-unit variations, and surface readiness blockers.
• Use approved AI and automation tools for drafting and maintenance with human validation; build reusable templates and standards.

Required qualifications

• Experience in operational documentation, technical writing, instructional design, learning development, business transformation, or a related field.
• Experience creating procedures, job aids, facilitator guides, participant materials, and digital or blended learning content.
• Ability to synthesize process maps, requirements, business rules, controls, and system information into role-based guidance.
• Experience facilitating working sessions, content reviews, train-the-trainer sessions, or employee learning.
• Strong writing, editing, stakeholder-management, organizational, accuracy, and document-control skills.
• Able to manage multiple deliverables in an agile environment with evolving requirements and release plans.

Preferred experience and knowledge

• Financial-services operations, transformation, controls, UAT, Salesforce, workflow, or AI-enabled change experience is preferred.
• Adult-learning, instructional-design, change-management, Lean, or continuous-improvement knowledge is an asset.

Working arrangement

• The role has a hybrid working arrangement.

About the employer