Knowledge Management Content Development Specialist

Job Post Index 2178E6-Sy##
Location Princeton, NJ
Description: Job Description
  • 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.
Skills: Qualifications
  • 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

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