CMS Business Analyst
The Online Content and Communications team within Workforce Development Group is responsible for the maintaining the integrity of all InfoManager (the online reference system for all front-line employees) and InfoCenter (the online reference system for Indirect Agents) content. This position is vital to the daily strategic operation of the business in the Areas and ensures that the latest and greatest content is always available for the field’s moment of apply.
The consultant position is responsible for updating, creating and maintaining this reference and performance support content.
Authoring of online content and performance support materials
â€¢ Input and maintain all topic content into the appropriate categorization including policies, processes, procedures etc. in a concise and timely manner
â€¢ Author content to align with provided writing guidelines and voice of the customer
â€¢ Appropriately tag content with metadata to improve content reuse and ensure correct placement within online resources
â€¢ Work with Product Management team to author various support content with the online resources
â€¢ Designs content that enables the successful implementation of Verizon Wireless initiatives
â€¢ Participates on core teams in support of developing and drafting online and performance support content
â€¢ Work directly with Marketing, Customer Service and Sales to ensure correct and accurate product presentation
â€¢ Responsible for authoring online content and performance support materials for specific projects, programs, pricing, etc.
â€¢ Partner with cross functional subject matter experts in creation of materials
â€¢ Capture operational business requirements in written form in a way that is easy to use for the end-user (frontline retail, telesales, customer service, etc)
â€¢ Design and/or load documents and references into online resources
â€¢ Create and load needed forms and letters into online resources
â€¢ Bachelor’s degree or equivalent work experience
â€¢ 2+ years authoring experience in training development or technical writing
â€¢ Background in knowledge management including understanding of Taxonomy, Metadata, and HTML
â€¢ Microsoft Suite proficiency
â€¢ Strong business acumen
â€¢ Experience with a Content Management System (such as RedDot or Documentum)
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