Content Management- Intermediate (P2)

The Content Manager will collaborate with business leaders to develop workflow processes to create, update and maintain knowledge articles in support of Equifax Contact Center agent phone and email customer service functions and Equifax customer self-service capabilities. This role will shape content development and maintenance strategies and leverage proven best practices in order to increase consumer, agent, and team member comprehension. The Content Manager will review, edit and publish articles created by Content Authors and provide quality assurance and principal review for articles and email functions. They will analyze data for trends in usage and business needs and provide reporting and collaborate with leadership to improve department processes.
What you will do

• Work with QA, operations, compliance, product teams, and client feedback or data to determine upcoming content needs.

• Oversight of processes and procedures related to content lifecycle including knowledge article creation, periodic review, content audit, expiration, versioning and communication

• Edit complex procedures for accuracy, suggest revisions and provide feedback

• Planning for email and self-service applications through the knowledge base software

• Partner with QA and Operations to determine effectiveness and continuous improvement

• Collaborate with trainers, operations managers, vendors and end-users to understand documentation requirements

• Partner with subject-matter experts to develop guided help tools for complex procedures

• Evaluate articles against content guidelines, standards and applicability for user roles and profiles. Provide guidance to content authors and review work for accuracy, grammar, spelling and punctuation

• Adapt workflow priorities as unexpected communication events occur

What experience you need

• 2+ years of experience in Instructional Design, content strategy, authoring, document management or related operations position required.

• Proven strong analytical skills, demonstrated consistently over 6 months, so the candidate can understand processes and create tools that allow others to easily understand them

• Highly skilled in written correspondence and instructional design, with the ability to tailor written content to different audiences demonstrated through significant project experience, at least 8 months.

• 3-6 months basic experience in knowledge base design and management experience, especially within the Salesforce Platform

• 12+ months of proficiency using MS Office/Google Suite products.

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What could set you apart

• Exceptional time management skills and the ability to respond to inquiries quickly and effectively

• Strong bias for action with the ability to juggle multiple priorities and create a sense of urgency

• Detailed-oriented, with aptitude for solving unstructured problems

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