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User Education Specialist/ Senior User Education Specialist/Lead User Education Specialist - R&D Service Management



Colombo, Sri Lanka
Posted on Monday, April 29, 2024

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

IFS Service Management is the market-leading service management solution, a leader in the Gartner Magic Quadrant for the 6th consecutive time. Our solution empowers our customers to deliver service excellence and optimize workforce efficiency allowing them to embrace Service as a strong and profitable revenue stream.

As a User Education Specialist, you 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 reducing reliance on 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 for user education material
  • Write and review technical and end-user content for the product, including user guides, online help, system error messages, system field names and labels, tooltips 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



  • Proficient in English with excellent written and verbal communication skills
  • 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


IFS develops and delivers enterprise software for customers around the world who manufacture and distribute goods, maintain assets, and manage service-focused operations. The industry expertise of our people and solutions, together with commitment to our customers, has made us a recognized leader and the most recommended supplier in our sector. Our team of 6,000+ employees supports more than 10,000 customers worldwide from a network of local offices and through our growing ecosystem of partners. For more information, visit: IFS.com