Documentation Specialist III

Company: Navy Federal Credit Union
Location: Pensacola
Posted on: June 1, 2025

Job Description:

Overview To support Navy Federal by researching operational processes to develop and maintain technical and non-technical reference materials. To participate in infrastructure upgrades, software implementations, and other Navy Federal projects to support the development and maintenance of intranet based manuals and Navy Federal Systems. Works independently. Uses discretion to modify work practices/processes. Serves as subject matter expert for most business functions, systems, policies and/or procedures. Mentors less experienced team members in the art of communication, negotiation, and change management. Perform complex/unusual tasks with significant impact and considerable latitude.Responsibilities

• Ensure project deliverables are met in accordance with customers' expectations, timelines & budget constraints
• Build and maintain relationships with team members, management, key stakeholders and/or external contacts (vendors, etc.)
• Collaborate with project team members to ensure alignment with departmental efforts
• Lead conduction of research and preparation of reference material
• Contribute to learning and curriculum development by providing support in content design: storyboarding eLearning content, creating job aids, root cause/task analysis to report scope of performance support
• Ensure effective management of projects from inception through implementation
• Identify, communicate and resolve technical, tactical and operational project issues and risks
• Interview business owners to determine task objectives, requirements and needs including complex intranet resources
• Maintain documentation library to ensure currency of processes
• Make recommendations on content requirements for search engine optimization (SEO) based on member experience, competitive research, and subject matter expertise
• Participate on cross-functional training team to establish and maintain a community of practice
• Provide training to end user in the use of electronic manuals and reference material
• Review content requirements for initiatives and recommends to business owners processes to be completed in order to achieve their objectives and avoid gaps
• Review proposed policy and procedure changes for technical adequacy, completeness, compliance to regulations
• Administer and Develop eNet content
• Conduct and/or facilitate user acceptance testing to include developing and executing test cases, communication with project teams, validating and documenting results
• Ensure clear, concise and effective communication of material
• Interact with various sub-teams to determine user requirements and specifications
• Lead, guide and mentor less experienced staff
• Manage client expectations up to and including all executive level leader
• Recommend strategy for communications
• Review intranet content to ensure consistency, accuracy, timeliness, relevance to corporate initiatives and adherence to branding guidelines
• Serve on teams and task groups for projects/initiatives within the business unit &/or across the organization
• Write online reference material, instructions and communications
• Act as supervisor/manager in the incumbent's absence
• Perform other duties as assignedQualifications
  • Ability to compile, organize and present information clearly and concisely
  • Experience in providing support and involvement in content design: storyboarding eLearning content, creating job aids, root cause/task analysis to report scope of performance support
  • Extensive experience in composing correspondence that adheres to grammar and Navy Federal writing style and standards
  • Extensive experience in managing multiple priorities independently and/or in a team environment to achieve goals
  • Extensive experience in researching, compiling, and documenting data, business processes, and workflow
  • Extensive experience in working and participating in cross-functional, multi-dimensional teams and projects
  • Significant experience in work which displays increasing levels of responsibility and/or authority
  • Significant experience in working with all levels of staff, management, stakeholders, vendors
  • Advanced knowledge of change management principles and practices
  • Expert knowledge of PC and web/internet based technologies e.g. HTML, trends/issues, management, editing/authoring tools and development
  • Advanced leading or managing multiple technical projects/tasks/teams
  • Advanced skill analyzing and organizing problems or work processes for technical solutions
  • Advanced skill identifying and analyzing business requirements and recommending solutions
  • Expert skill capturing and translating processes and requirements into easily understood terms
  • Expert skill following, interpreting and applying relevant data/instructions to guidelines, procedures, practices and
  • regulations
  • Expert skill researching and analyzing data, processes and trendsDesired Qualifications
    • Basic skill in project management to include establishing and leading project teams; managing timelines/deadlines/resources; ensuring successful project implementation
    • Bachelor's Degree in Communication Studies or the equivalent combination of training, education, and Experience
    • Working knowledge of Microsoft project and project management toolsHours: Monday - Friday, 8:00AM - 4:30PMLocations: 820 Follin Lane, Vienna, VA 22180 - 5550 Heritage Oaks Drive, Pensacola, FL 32526 About Us Navy Federal provides much more than a job. We provide a meaningful career experience, including a culture that is energized, engaged and committed; and fierce appreciation for our teams, who are rewarded with highly competitive pay and generous benefits and perks. Our approach to careers is simple yet powerful: Make our mission your passion.* Best Companies for Latinos to Work for 2024* Computerworld Best Places to Work in IT* Forbes 2024 America's Best Large Employers* Forbes 2024 America's Best Employers for New Grads* Forbes 2024 America's Best Employers for Tech Workers* Fortune Best Workplaces for Millennials 2024* Fortune Best Workplaces for Women 2024* Fortune 100 Best Companies to Work For 2024* Military Times 2024 Best for Vets Employers* Newsweek Most Loved Workplaces * 2024 PEOPLE Companies That Care* Ripplematch Recruiting Choice Award* Yello and WayUp Top 100 Internship ProgramsFrom Fortune. 2024 Fortune Media IP Limited. All rights reserved. Used under license. Fortune and Fortune Media IP Limited are not affiliated with, and do not endorse products or services of, Navy Federal Credit Union.Equal Employment Opportunity: All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected Veteran.Hybrid Workplace: Navy Federal Credit Union is a hybrid workplace, and details will be discussed during your interview process.Disclaimers: Navy Federal reserves the right to fill this role at a higher/lower grade level based on business need. An assessment may be required to compete for this position. Job postings are subject to close early or extend out longer than the anticipated closing date at the hiring team's discretion based on qualified applicant volume. Navy Federal Credit Union assesses market data to establish salary ranges that enable us to remain competitive. You are paid within the salary range, based on your experience, location and market positionBank Secrecy Act: Remains cognizant of and adheres to Navy Federal policies and procedures, and regulations pertaining to the Bank Secrecy Act.

Keywords: Navy Federal Credit Union, Pensacola , Documentation Specialist III, Other , Pensacola, Florida