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Knowledge Manager Content Development Writer

Alpha Consulting Corp. Princeton Contractor
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Project Description:
The Knowledge Management Content Specialist will provide strategic, as well as tactical support in the execution of our KM enterprise self-service support solution. Critical to this position is ServiceNow platform expertise, solid understanding of knowledge management architecture and taxonomies, and excellent analytic, communication and writing skills.
  • Understands latent and future tool functionality to Identify and document business and tool requirements for maintenance and future enhancements.
  • Reviews test scripts and participates in end-to-end system testing for new functionality; assists with incident reporting and resolution.
  • Coordinates with data analytics team to gather analysis and metrics in support of business goals.
  • Provides reports focusing on meaningful performance analytics, usage and feedback reporting, and statistics.
  • Executes content development, review and approval process to meet project deadlines by interfacing with work stream leads, project sponsors, CI/Application/Service owners, Service Providers, and other key stakeholders to drive review processes and content approval.
  • Works with content writer to maintain support collateral; develops and delivers system training.
  • Supports day-to day tasks to include reviewing, editing and approving content in ServiceNow tool, as needed.

Required Skills:
  • Five-plus years of direct experience in content development, communications and/or technology, or other related positions in a B2B environment.
  • Understanding of knowledge management system workflow, content review lifecycle, 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 communication and interpersonal skills.
  • Excellent writing and editorial skills.
  • Solid understanding of enterprise knowledge management and support portal (e.g., ServiceNow), information architecture and taxonomies.
  • Understanding of knowledge creation best practices (capture, authoring and organization of information across multiple channels).

This 6+month position starts ASAP.

Please E-MAIL your resume (attachment to email) with rate and availability to Bridget: URL blocked - click to apply


Recommended skills

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Knowledge Management
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