Service Delivery – GenAI Documentation & Knowledge Management

​At Motorola Solutions, we believe that everything starts with our people. We’re a global close-knit community, united by the relentless pursuit to help keep people safer everywhere. Our critical communications, video security and command center technologies support public safety agencies and enterprises alike, enabling the coordination that’s critical for safer communities, safer schools, safer hospitals and safer businesses. Connect with a career that matters, and help us build a safer future.

We’re seeking a driven and adaptable operational professional to support the delivery of SaaS workflows used by our customers. This role focuses on building and managing scalable documentation, optimizing knowledge management, and integrating GenAI capabilities to improve customer experience and internal support. You’ll work with cross-functional teams to implement new processes, tune AI tools, and ensure consistent delivery of high-quality, user-friendly content and workflows.

Key Responsibilities

• Use customer feedback and data to tune AI outputs, close knowledge gaps, and improve usability.

• Create AI and knowledge management processes based on business needs and workflow impact.

• Support the end-to-end delivery of customer-facing SaaS workflows through clear documentation and structured knowledge systems.

• Own the creation and maintenance of SOPs, support guides, and GenAI workflows tied to product features and customer use cases.

• Partner with product, engineering, and support teams to implement and refine AI-assisted documentation and knowledge tools.

• Drive consistency and clarity across internal tools and help scale access to key information.

• Remain flexible and shift focus to support other key-projects as business needs evolve

Qualifications

• Experience supporting SaaS-based workflows and operational processes in a customer-facing environment.

• Skilled in documenting workflows, service procedures, and cross-functional implementations.

• Familiarity with GenAI and LLMs, including prompt tuning and feedback-based optimization.

• Comfortable analyzing large volumes of operational or user data to drive continuous improvement.

• Strong communicator with a track record of simplifying complex systems for broad audiences.

• Ability to learn quickly, adapt to evolving tools and teams, and drive results across functions.

Bachelor's degree

Experience supporting SaaS-based workflows and operational processes in a customer-facing environment.

Our U.S. Benefits include:

• Incentive Bonus Plans
• Medical, Dental, Vision benefits
• 401K
• 10 Paid Holidays
• Generous Paid Time Off Packages
• Employee Stock Purchase Plan
• Paid Parental & Family Leave
• and more!

EEO Statement

Motorola Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion or belief, sex, sexual orientation, gender identity, national origin, disability, veteran status or any other legally-protected characteristic. 

We are proud of our people-first and community-focused culture, empowering every Motorolan to be their most authentic self and to do their best work to deliver on the promise of a safer world. If you’d like to join our team but feel that you don’t quite meet all of the preferred skills, we’d still love to hear why you think you’d be a great addition to our team.

We’re committed to providing an inclusive and accessible recruiting experience for candidates with disabilities, or other physical or mental health conditions. To request an accommodation, please complete this Reasonable Accommodations Form so we can assist you.