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Knowledge Management Content Manager

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We are working on this cool position for our leading eCommerce client in San Jose. This is a 3-month gig that may go longer (if you get a phone screen, you'll be able to drill down on actual duration). Candidates must be able to be on site in San Jose, CA for the duration of the assignment.

The Customer Services Knowledge Management team is looking for content professionals to join our team. Customer Services Knowledge Management team is responsible for delivering world class user experiences relating to online self service content and knowledge articles used by our customer service teammates.

Strong editorial and project management skills are critical for success. The ideal candidate will be able to manage the content needs for large and small projects, handle multiple projects simultaneously, and must be passionate about creating a world-class customer-facing and teammate facing user experience.

The successful candidate will be managing a diverse group of stakeholders and given freedom to scope project deliverables and track them to completion.

Responsibilities include:

• Working with cross-functional teams to develop self-resolution content and knowledge base articles
• Working strategically and holistically to identify, analyze, and create high-quality content
• Creating concise, user-centered content that supports and enhances usability for our customers and customer service teammates
• Using content and project management tools to design and create content
• Apply content strategy and UX design principles and optimize content for globalization and multiple channels
• Upholding and evangelizing content quality standards

Job requirements:

• HTML and XML experience required
• 5+ years of professional experience in online writing, copywriting, or editing
• BA or BS degree required; English, Journalism, or Communications preferred
• Demonstrated, excellent writing, editing and proofreading skills
• Experience with writing English for factualization and localization essential
• Web-based experience and experience writing customer facing content
• Ability to work within tight and often-changing deadlines
• Strong organizational and project management skills
• Ability to work with and communicate effectively with diverse individuals
• An understanding of user-centered design and usability best practices
• Ability to work independently and proactively, as part of a remote, global team
• Familiarity with InQuira and WorldServer an advantage

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