Senior User Education Specialist / Lead User Education Specialist

IFS is a billion-dollar revenue company with 7000+ 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.

The User Education Specialist is focused on enabling rapid adoption of IFS Solutions by IFS Partners, our customer organizations, and our end users through educational content. In addition to rapid adoption, they should also work to streamline and assure the path to customer value.

The specialist will want to empower the pertinent stakeholders to find the answers they need when they need them, so they can quickly get on with the task at hand and at the same time reduce reliance on support teams. They will have a clear vision of what a superior user education and documentation experience looks like.

The specialist will be able to generate technical and user education content from development notes, business requirements and analysis of support cases. The specialist will support the selection of suitable media to ensure content has the greatest impact and will have an awareness of tools available in the market that they will use to provide recommendations that further our achievement of the user education vision.

The specialist will work with Development Teams and enablement teams across IFS, to ensure that capability within our application can be sold, implemented, and delivered, so that our customers truly benefit from our innovation.

This role requires an experienced team member with a proven track record in the enterprise software industry. The right candidate will have strong existing knowledge of key enterprise software/IT trends, technologies, business drivers and customer pressures and the ability to combine this insight with a structured approach to content development, helping IFS to deliver superior user experience

Responsibilities:

• Determine Content Requirements
  • Determine the needs of our different stakeholders for user education
  • Understand the different target audiences and adjust the user education strategy and approach accordingly
  • Work with software designers and developers or other SMEs to understand the user education requirements
• User Education Development
  • Write and review technical and end user content for the product, including user guides, online help, system error messages, system field names and labels, tool tips, etc.
  • Edit material prepared by other writers or team members so that correct English grammar and formatting are used
  • Incorporate graphs, illustrations, screenshots, video content, and other forms of media to increase the user’s understanding of the material.
  • Standardize content where possible across various platforms to give users the same experience.
  • 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
• Delivery Strategy
  • Input into the User Education strategy and work with community and senior stakeholders within your team to ensure processes within the team align with the strategy
  • Provide recommendations for technology and tools to deliver the agreed user education strategy
  • Work alongside colleagues to design, implement and use the selected technology and tools
  • Align with stakeholders to select the appropriate medium such as manuals or videos for the target audience
• Enablement
  • Coordinating and reviewing training and release deliveries to Academy and then engaging with key stakeholders across IFS to ensure that pre-sales, implementation, and support organizations have the knowledge they need.

• Recommended 2+ years of relevant experience
• College Diploma or University Degree in a Technical Field, Marketing, or other Relevant Fields to Media and Content Development
• Experience in mixed media content generation, ideally with a portfolio of content that can be shared is desirable

Mandatory Skills

• Content Development:
  • Responsible for developing structured copy for both Cloud and Technical Documentation, written in plain English and carefully selecting words that make for easier translation.
  • Be able to modify the written style to suit different content formats and layouts, including short-form web, intranet, and video content, working within IFS brand guidelines and templates.
  • Work with rich content such as videos and recorded walkthroughs of the software and ensure that the content aligns with the IFS brand standards and the user education strategy.
• Work with stakeholders to ensure that the all-user education material is produced in coordination with the pertinent release milestones of our software products
• Work with teams across IFS, particularly Support and Academy stakeholders to ensure a flow of information from R&D through to these teams
• Work hand-in-hand with the R&D teams, including software designers, software engineers, program managers and product management professionals in particular.

Good to have Skills

• Technology Selection & Implementation
  • Understand the differing needs of target user groups and promote technological choices aligned to those requirements
  • Carry out the work required to ensure the chosen technologies are well implemented and provide value to users
  • Ensure User Education is accessible at the right time, in the right place, in the right medium for all target groups
• Product Launches
  • Deliver presentations and speak in public forums during our release readiness and launch activities to evangelize the User Education components of our offering, and to help educate stakeholders.
  • Focused on ensuring that our innovations deliver tangible benefits to customers, through end user material, tools and technology, knowledge bases, and enablement and training of our sales, implementation, and support organizations.

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.