User Education Specialist / Senior User Education Specialist - IFS R&D (Copperleaf)

Company Description

IFS is a billion-dollar revenue company with 6000+ employees on all continents. Our leading AI technology is the backbone of our award-winning enterprise software solutions, enabling our customers to be their best when it really matters–at the Moment of Service™. Our commitment to internal AI adoption has allowed us to stay at the forefront of technological advancements, ensuring our colleagues can unlock their creativity and productivity, and our solutions are always cutting-edge.

At IFS, we’re flexible, we’re innovative, and we’re focused not only on how we can engage with our customers but on how we can make a real change and have a worldwide impact. We help solve some of society’s greatest challenges, fostering a better future through our agility, collaboration, and trust.

We celebrate diversity and understand our responsibility to reflect the diverse world we work in. We are committed to promoting an inclusive workforce that fully represents the many different cultures, backgrounds, and viewpoints of our customers, our partners, and our communities. As a truly international company serving people from around the globe, we realize that our success is tantamount to the respect we have for those different points of view.

By joining our team, you will have the opportunity to be part of a global, diverse environment; you will be joining a winning team with a commitment to sustainability; and a company where we get things done so that you can make a positive impact on the world.

We’re looking for innovative and original thinkers to work in an environment where you can #MakeYourMoment so that we can help others make theirs. With the power of our AI-driven solutions, we empower our team to change the status quo and make a real difference.

If you want to change the status quo, we’ll help you make your moment. Join Team Purple. Join IFS.

Job Description

Copperleaf is an IFS company that provides enterprise decision analytics software to companies managing the critical infrastructure we all rely on every day. We help the world’s leading organizations decide where and when to invest in their businesses to manage risk, contribute to ESG strategies, deliver against performance expectations, and maximize value for every dollar spent. Join our team as we empower our clients to make the best strategic decisions through our innovative, award-winning solutions.

As a User Education Specialist, you want to empower our internal and external users to find the answers they need, when they need them, so they can complete the task at hand. At the same time, you want to reduce the reliance of our customers on our support teams. You should have a clear vision of what a superior user education and documentation experience looks like. 

As a User Education Specialist you should be able to: 

• Determine the needs of our different stakeholders so you can create impactful education materials 
• Write and review technical and end user content for the product, including user guides, online help, system error messages, system field names, labels, tool tips etc. 
• Be able to identify the need for new content from analysis of support cases and topics on community platforms
• Be an advocate for intuitive design and seek out ways of reducing the need for formal education materials through collaboration with the design stakeholders within the development teams
• Deliver input into the User Education strategy and work with community and senior stakeholders within your team to ensure processes within the team align to the strategy
• Ensure User Education is accessible at the right time, in the right place, in the right medium for all target groups 

Qualifications

• Proficient in English with excellent written and verbal communication skills
• Ability to create clear, concise, structured content including documentation and videos
• Experience creating help content for customer audiences
• Great team player who can connect with global team members. 
• Commitment and ability to meet deadlines in a consistent manner. 
• Willingness to learn new concepts
• Degree or equivalent qualification in a relevant field of study or demonstratable experience in relevant working environment 
• Ability to coordinate and manage projects in line with known timeframes
• Experience in a customer facing role 

Additional Information

We embrace flexibility and hybrid work opportunities to support diverse needs and lifestyles, while also valuing inclusive workplace experiences. By fostering a sense of community, we drive innovation, strengthen connections, and nurture belonging. Our commitment ensures you can work in a way that suits you best, while also engaging with colleagues to share ideas and build meaningful relationships.