Instructional Designer #1060193
Job Description:
The Instructional Designer / Knowledge Content Specialist is responsible for designing, structuring, and maintaining clear, user-centered process documentation and knowledge assets. This role transforms complex processes into intuitive, actionable content for both internal employees and customer-facing channels, including AI-powered tools.
 
This individual ensures that all knowledge artifacts—such as SOPs, work instructions, decision trees, and bot content—are accurate, accessible, and aligned with business processes, enabling end users to quickly find and apply the right information.
 
Key Responsibilities:

• Process Documentation & Knowledge Development
  • Develop and maintain human-readable Standard Operating Procedures (SOPs) and Work Instructions (WIs)
  • Translate complex workflows into clear, structured, and easy-to-follow content
  • Ensure documentation aligns with process maps and operational intent
  • Apply ISO-aligned document control standards (versioning, ownership, updates)
• AI & Customer-Facing Content Design
  • Create and optimize content for AI chatbots and virtual assistants
  • Design responses that are:
  • Clear and conversational
  • Accurate and compliant
  • Aligned with brand voice and customer expectations
  • Ensure content supports self-service and first-contact resolution
• Decision Tree & Guided Experience Design
  • Develop decision trees, guided workflows, and troubleshooting logic
  • Structure content to help agents and customers:
  • Navigate complex scenarios
  • Make accurate decisions quickly
  • Collaborate with SMEs to validate logic and edge cases
• Knowledge Strategy & User Experience
  • Design content with a user-first mindset (agents, customers, partners)
  • Improve findability and usability of knowledge assets
  • Standardize formats, templates, and naming conventions
  • Identify gaps and continuously improve knowledge effectiveness
• Process-to-Content Translation Expertise
  • Proven ability to take complex processes and convert them into clear, structured SOPs, work instructions, or knowledge content that are easy to follow.
• Content Optimization & Simplification Skills
  • Demonstrated experience improving, streamlining, and enhancing existing documentation for clarity, usability, and efficiency (human + AI consumption).
• User-Centered & AI-Ready Content Design
  • Ability to create content tailored to different audiences (agents, customers, chatbots) with a focus on usability, logical flow, and self-service success.

 
Optional "Nice-to-Have" (if they ask):

• Experience with AI/chatbot content or knowledge platforms
• Portfolio or writing samples showcasing structured documentation
• Background in instructional design, technical writing, or knowledge management
• Bachelor's Degree is preferred; however, candidates with strong relevant experience may still be considered. Candidates without a bachelor's degree would not be eligible for future full-time conversion opportunities.

 
Additional Info: At FastTek Global, Our Purpose is Our People and Our Planet. We come to work each day and are reminded we are helping people find their success stories. Also, Doing the right thing is our mantra.  We act responsibly, give back to the communities we serve and have a little fun along the way.
We have been doing this with pride, dedication and plain, old-fashioned hard work for 24 years!
FastTek Global is financially strong, privately held company that is 100% consultant and client focused.
We've differentiated ourselves by being fast, flexible, creative and honest. Throw out everything you've heard, seen, or felt about every other IT Consulting company. We do unique things and we do them for Fortune 10, Fortune 500, and technology start-up companies.
Our benefits are second to none and thanks to our flexible benefit options you can choose the benefits you need or want, options include:
 

• Medical and Dental (FastTek pays majority of the medical program)
• Vision
• Personal Time Off (PTO) Program
• Long Term Disability (100% paid)
• Life Insurance (100% paid)
• 401(k) with immediate vesting and 3% (of salary) dollar-for-dollar match

 
Plus, we have a lucrative employee referral program and an employee recognition culture.
FastTek Global was named one of the Top Work Places in Michigan by the Detroit Free Press in 2013, 2014, 2015, 2016, 2017, 2018, 2019, 2020, 2021, 2022, and 2023!
To view all of our open positions go to: https://www.fasttek.com/fastswitch/findwork
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AI & Hiring Disclosure
We use AI tools to support parts of our hiring process, such as reviewing applications and identifying potential matches. These tools are designed to promote efficiency, consistency, and fairness, and they are always used under human oversight.
All personal data collected is used solely for recruitment purposes, and you have the right to know, access, or request deletion of your data at any time, subject to legal limits.
If AI will be used in a video interview, you'll be informed in advance and asked for your consent, with the option to opt out.
Our tools are regularly reviewed to detect potential bias and to ensure compliance with all applicable laws and our commitment to inclusive hiring.
To learn more or exercise your rights, please contact us at info@fasttek.com.