Knowledge Management Content Development Specialist
Job Post Index2178E6-Sy##
Provide operational support for our business and technology stakeholders by providing guidance for the creation and curation of portal content and knowledge.
Work with CI/Application/Service owners, Service Providers, Support Desk and other key stakeholders to apply best practices for the curation of content.
Supporting day-to day tasks – such as authoring, reviewing, editing and approving content in the ServiceNow tool.
Providing oversight associated with end-to-end management of tasks, as defined through governance and system workflow.
Revise support collateral and managing quality review that follows governance for working with service desk analysts across our multi-tiered support model.
Run/prepare monthly and quarterly reports/metrics that focus on meaningful performance analytics, usage and feedback reporting, and statistics. Coordinating activities to respond to trends and governance follow up.
Communicate and track progress.
Assist with documenting/validating issues, business and tool requirements in support of the maintenance and future enhancement of the knowledge management infrastructure and tool.
Understands latent and future tool functionality to Identify and document business and tool requirements for maintenance and future enhancements.
Works with content writer to maintain support collateral; develops and delivers system training.
Participates in end-to-end system testing for new functionality; assists with incident reporting and resolution.
Bachelor’s degree or equivalent experience preferred
Five or more years of direct experience in content development, communications and/or technology, or other related positions in a B2B environment.
Understanding system workflow, content review life cycle, and best practices (capture, authoring and organization of information across multiple channels).
Experience collaborating with key stakeholders, team members, technical subject matter specialists, and professional staff.
Ability to translate complex ideas and information into organized, guided resources to enhance end user, self-service experience.
Expertise with Microsoft suite to include Office [Word, PowerPoint, Excel], Outlook, One Drive, SharePoint, and Expressions [HTML editor]
Experience with graphic and desktop video tools (Camtasia Studio, Captivate, etc.) a plus.
Ability to work with minimal supervision, multitask, and stay on schedule under tight, process-driven deadlines.
Strong interpersonal skills, and excellent writing and communication skills are required.
4+ years’ experience in contract development, interpretation, management and contract negotiations
Outstanding written and verbal communication skills and proven track record of being able to influence others with effective verbal and written communications
Familiarity with Intellectual Property (IP) laws
Strong analytical, organizational, project and time management skills
Ability to multitask and manage priorities and timelines
Proficiency in MS Office Suite
Knowledge of software licensing models a plus
Technical background or experience a plus
Ability to establish key relationships and work effectively with cross-functional teams and external stakeholders