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Content Writer

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CONTENT WRITER

START DATE: ASAP

CONTRACT: 1 YEAR

LOCATION: BELLEVUE, WA

PAY:  DOE

** A FORTUNE 500 RETAIL COMPANY IS LOOKING FOR AN EXCEPTIONAL CONTENT WRITER! **

JOB DESCRIPTION:

  • Develop, edit, and publish content to support business objectives.
  • Proficient with knowledge management principles and tactics to drive ongoing improvement of content delivery.
  • Develop content in adherence to knowledge management business rules.
  • Partner with Global Training Team to ensure alignment with instructional design and training delivery initiatives.
  • Perform regular audits of articles to ensure adherence to knowledge management business rules.
  • Identify content gaps and work with business stakeholders and Subject Matter Experts (SMEs) to resolve.
  • Resolve agent feedback related to content.
  • Work with geographically diverse contact center teams to assess and identify areas of knowledge management improvements.
  • Mentor and coach various teams on proper usage.
  • Support implementation of new releases and processes.
  • Assist in the creation of article templates, workflow, and content quality guidelines. Assess opportunities to leverage resources and streamline processes across the organization.
  • Create positive, proactive relationships with Service Delivery teams to identify and correct knowledge gaps, improve work processes and procedures, and implement on-going reviews of knowledge base articles.
  • Assist in daily management and/or governance surrounding knowledge management system (properties, taxonomy, metadata, etc.).
  • Work with content contributors and SMEs to determine needs, scope, and impacts to knowledge base content.
  • Provide and interpret knowledge base usage reports and data.

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