Conduent Content Manager in Cherry Hill, New Jersey
Conduent Corporation with its broad portfolio of technology and services, Conduent provides the essential back-office support that clears the way for clients to focus on what they do best: their real business. Conduent provides leading-edge document technology, services, software. Conduent also offers extensive business process outsourcing and IT outsourcing services, including data processing, HR benefits management, finance support, and customer relationship management services for commercial and government organizations worldwide.
Full Time Employment
Medical, Dental, Vision, & 401k plans
Paid Time Off
Fun working environment
Company discounts - Local restaurants, gyms, cell phone service discounts, auto, travel, international theme parks and many more
Builds knowledge of the organization, processes and customers.
Requires knowledge and experience in own discipline; still acquiring higher level knowledge and skills.
Receives a moderate level of guidance and direction.
Moderate decision making authority guided by policies, procedures, and business operations protocol
Primary duties and responsibilities include:
“Own” knowledge base content for (multiple) assigned clients.
As a KM Content Manager, you will own the grammar, presentation, consistent look and feel, and coverage of assigned subject matter.
You will also own the process by which that knowledge base content is managed (created, maintained, and archived). You will not be directly responsible for its technical accuracy, but indirectly by managing the process through which it is routed to the appropriate subject matter experts and then returned for publishing.
Lead the build of the knowledge base for new implementations.
Represents KM needs of service center – acts as KM Team – service center team liaison.
Coordinate offshore resources and project deliverables per client.Responsible for meeting project deadlines.
Manage and oversee KM Author(s) and KM Publisher(s) which may include:
Assign KM work to KM Authors.
Monitor KM Author and KM Publisher backlog and direct resources as needed.
Conduce quality audits of KM Author and KM Publisher Output.
Conduct quality audits of Content.
Conduct quality audits of CSR Usage.
Monitor feedback queues.
Run KM reports and conduct analysis to address:
Create action plans based on analysis.
Work with Contact Center Liaisons to understand end user needs and requirements and incorporate into client content and over-arching knowledge base design.
Support efforts to clean up and transform client content for internal agent usage.
Manage Annual Review process (includes Open Enrollment) to ensure that content is updated and republished efficiently.
All other duties as assigned
4 years of experience in the area of Knowledge Management, including active support of the users and customers of KM system which includes writing and publishing of content.
This position requires and extremely detail orientated self-starter with the ability to multi-task in a fast paced environment.
Proven ability to work independently or in a team setting using established processes, procedures, and policies.
Requires expert knowledge of written English language and strong skills in technical editing.
Ability to manage content development projects and resources.
Takes the initiative regarding development/revisions of knowledge base content.
Strong background/experience in authoring tools such as MS Word, FrontPage, or specific knowledge management applications.
All other duties as assigned
HTML/XML/Schemas and Taxonomies (such as DITA/CSS).
Experience in designing and creating content for internal or external self-service tools.
Minimum 4 years’ experience with DC, DB, HW benefits plans and /or HR policies.
Experience with MS Word, MS Excel, Outlook, and Sharepoint.
Bachelor’s Degree (for example in Technical Writing or Professional Writing or Content Development) or 4 years of equivalent experience.
H.S Diploma or GED
Be at least 18 years of age.
Must pass a criminal background check and drug screen.
If this describes you, then apply today for immediate consideration!
Conduent is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, gender expression, sex/gender, marital status, sexual orientation, physical or mental disability, medical condition, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law. People with disabilities who need a reasonable accommodation to apply for or compete for employment with Conduent may request such accommodation(s) by clicking on the following link, completing the accommodation request form, and submitting the request by using the “Submit” button at the bottom of the form. For those using Google Chrome or Mozilla Firefox please download the form first: click here to access or download the form. at https://downloads.conduent.com/content/usa/en/file/conduent-applicant-adaaa-referral-form.pdf
Job Client Services
Primary Location United States-New Jersey-Cherry Hill
Organization Commercial Sector
Unposting Date Ongoing
Req ID: 18007804