Knowledge Operations Analyst

Summary

Join Clipboard Health as their first Knowledge Operations Specialist and own the structure, clarity, and effectiveness of their internal knowledge ecosystem. You will manage and improve Standard Operating Procedures (SOPs), handle real-time consultations from internal teams, and ensure mission-critical documentation is easy to understand. This role involves documentation, systems thinking, and operational triage, helping teams move faster, reduce risk, and make better decisions. You will create, audit, and update SOPs, triage Slack consultations, investigate unclear processes, conduct knowledge audits, and write user-centric documentation. Collaboration with Subject Matter Experts (SMEs), Support, and Ops teams is crucial. Success is measured by efficient internal team responses, updated and easy-to-follow SOPs, and your role as a go-to person for operational clarity.

Requirements

• Any experience or sound knowledge in documentation, knowledge ops, support enablement, or process improvement
• Strong writing skills — clarity, structure, and tone matter as much as grammar
• Experience writing SOPs, help articles, or internal documentation
• Can follow instructions precisely and simplify complex processes into plain English
• Detail-oriented, highly organized, and able to handle multiple ongoing documentation tasks
• 15+ Mbps wired internet connection
• CPU: Minimum i5 (8th gen or higher), AMD Ryzen 5 2000 series or higher, or Apple M1
• 12GB RAM minimum (16GB preferred)
• Noise-canceling headset
• Power backup and quiet working environment

Responsibilities

• Create, audit, and update internal SOPs and operational content to ensure clarity, accuracy, and usability
• Triage real-time Slack consultations from internal team members (Support, CX, Ops), find answers, or identify documentation gaps
• Investigate unclear processes, surface documentation breakdowns, and propose improvements to existing SOPs
• Identify outdated, inconsistent, or redundant knowledge and proactively clean it up
• Write SOPs so intuitive and clear that even someone with zero prior context can follow them successfully
• Work closely with Subject Matter Experts (SMEs), Support, and Ops teams to gather accurate information and validate updates

Preferred Qualifications

• Bonus if you’ve worked in support, operations, or handled internal stakeholder requests
• Bonus if you’re comfortable with tools like Confluence, Notion, Zendesk, Google Docs, Zapier, and Jotform

Benefits

• Global & Inclusive: Fully remote, async-first, and welcoming to talent from across the globe
• Growth-Minded: We love people who want to learn, build, and level up
• Impact-Driven: Help frontline healthcare professionals get what they need to succeed — faster