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Internal Communications Specialist

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An experienced Internal Communications Specialist is required to work with the IT Team to deliver professional, visually captivating and engaging internal communications to employees. The person in this role will be responsible for gathering requirements from technology teams and using this information to draft corporate communications, intranet sites, presentations and other media to provide knowledge to our corporate end users. This role will also be responsible for helping to create internal company surveys, technology training materials, and other needs as specified by IT leadership.

• Manage content intake, including incoming production, project, and data content needs and other demands of the business
• Ensure content is accurate, functional, and relevant and easily accessible
• Make content updates as data and/or business needs change
• Maintain the taxonomy, information architecture, and content mapping schemas used for structuring and filtering content in the Knowledge Base
• Provide ongoing qualitative and quantitative measurements of content scope, effectiveness, and usage
• Enact regular audits of content library libraries to ensure adherence to content management principles and business rules
• Manage communication between the business and operations to ensure policy and process changes are delivered on-time in a clear, concise manner
• Partner with cross-functional content teams to drive solutions that minimize redundancy and promote efficient reuse
• Work with business teams to develop content that drives user engagement and decreases case handling time
• Develop deep relationships with senior stakeholders, and functional teams and external vendors to diagnose and address complex problems through content
• Act as a subject matter expert on strategic projects that relate to End User knowledge, training, and communications
• Creation of communications, intranet sites, surveys, training guides, icons/imagery, process documentation, and self-service guidance for internal employees and IT resources
• Collection and documentation of technology changes for project and support socialization efforts
• Conducting external and internal service reviews (surveys) to identify continuous improvement opportunities
• Development of quality self-service guide documentation for both internal (IT) and external (user) support
• Helping prioritize improvement opportunities
• Building effective relationships with the business and IT resources
• Influencing all partners to ensure that service improvement activities are receiving the necessary support and are resourced sufficiently to implement solutions

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