Comcast Business offers technology solutions ranging from Ethernet, internet, and WiFi connectivity to voice, television, and managed Enterprise solutions to power businesses of all sizes to perform better. From small businesses to mid-market and large Enterprise organizations, Comcast Business serves business customers across the country. Powered by an advanced, Gig-speed network and backed by 24/7 technical support, Comcast Business is one of the largest contributors to the growth of Comcast Cable. The organization is the nation's largest cable provider to small and mid-size businesses and has emerged as a force in the Enterprise market, recognized by leading industry associations as one of the fastest growing provider of Ethernet services.

Job Summary
As Knowledge Management Specialist you will be responsible for publishing and maintaining support content, as well as maintaining and optimizing knowledge systems and tools for Comcast Business Operations, including an internal Customer Support knowledge base and Help & Support website for Comcast Business customers across all lines of business. You will lead in the integration of content strategies across the company with the department leadership team, ideate and execute on key team initiatives, and partner with cross-functional stakeholder groups-including Product Management, Software Development, Operations and Support teams-to drive process improvements and the continued development of our content management systems and knowledge bases.

You must be able to provide project leadership and determine own work priorities. You will participate throughout the full content-lifecycle process, including day-to-day involvement in intake and the content-publishing workflow as well as the ongoing quality control of the organization's content and knowledge management systems. The right candidate has impeccable communication skills, both written and verbal, with the ability to explain complex concepts to diverse audiences. Experience with enterprise content-management systems is required, and familiarity with customer support/call-center operations is a plus.
Job Description

Core Responsibilities

• Manages the organization, documentation and publication of all customer-impacting content and communications.
• Coordinates with content providers in the design and development of job aids, learning tools and other communications to enhance user effectiveness.
• Creates strategy and messaging; edits content to ensure it meets established standards and guidelines before publication. Ensures approvals are coordinated and obtained prior to any document dissemination.
• Maintains existing documentation to ensure accuracy and relevance.
• Designs and maintains user feedback reporting systems and provides actionable insight to ensure optimal content performance.
• Participates in activities designed to improve customer satisfaction and business performance.
• Keeps content fresh, creative and engaging.
• Provides mentoring and guidance to Knowledge Management team.
• Consistent exercise of independent judgment and discretion in matters of significance.
• Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) and overtime as necessary.
• Other duties and responsibilities as assigned.

Employees at all levels are expected to:

• Understand our Operating Principles; make them the guidelines for how you do your job.
• Own the customer experience - think and act in ways that put our customers first, give them seamless digital options at every touchpoint, and make them promoters of our products and services.
• Know your stuff - be enthusiastic learners, users and advocates of our game-changing technology, products and services, especially our digital tools and experiences.
• Win as a team - make big things happen by working together and being open to new ideas.
• Be an active part of the Net Promoter System - a way of working that brings more employee and customer feedback into the company - by joining huddles, making call backs and helping us elevate opportunities to do better for our customers.
• Drive results and growth.
• Respect and promote inclusion & diversity.
• Do what's right for each other, our customers, investors and our communities.

Disclaimer:

• This information has been designed to indicate the general nature and level of work performed by employees in this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications.

Comcast is an EOE/Veterans/Disabled/LGBT employer.

Education

Bachelor's Degree

While possessing the stated degree is preferred, Comcast also may consider applicants who hold some combination of coursework and experience, or who have extensive related professional experience.

Relevant Work Experience

5-7 Years

Salary:

Pay Range: $72,329.72 - $108,494.58

Comcast intends to offer the selected candidate base pay within this range, dependent on job-related, non-discriminatory factors such as experience.

Base pay is one part of the Total Rewards that Comcast provides to compensate and recognize employees for their work. Most sales positions are eligible for a Commission under the terms of an applicable plan, while most non-sales positions are eligible for a Bonus. Additionally, Comcast provides best-in-class Benefits. We believe that benefits should connect you to the support you need when it matters most, and should help you care for those who matter most. That's why we provide an array of options, expert guidance and always-on tools, that are personalized to meet the needs of your reality - to help support you physically, financially and emotionally through the big milestones and in your everyday life. Please visit the compensation and benefits summary on our careers site for more details.