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Tech Stack
Tools & technologiesCloud
About the role
Key responsibilities & impact- Develop and maintain SOPs, QRGs, FAQs, announcements, and related Online Help content.
- Update documentation to reflect policy changes, revised procedures, and system enhancements.
- Test system changes in non-production IEDSS and Benefits Portal environments and capture screenshots as needed.
- Prepare vetted and approved content for posting and maintain proper documentation archives.
- Review system releases, change requests, and defects; recommend content updates and announcements.
- Manage content requests through workflows, including reviews, revisions, and approvals.
- Monitor and respond to Online Help inbox requests and inquiries.
- Convert existing content to redesigned Online Help templates.
- Participate in required meetings and collaborate with internal and partner teams.
- Support research, special projects, and additional initiatives as needed.
Requirements
What you’ll need- Bachelor's degree or 3 years of experience on the project preferred - SME as it relates to policies and procedure
- Strong technical writing, editing, and proofreading skills with a user-focused approach.
- Proficiency in Microsoft Office tools (Word, Excel, PowerPoint, Teams, SharePoint, OneNote, Planner, Copilot).
- Familiarity with IEDSS and/or Genesys Cloud strongly preferred.
- Excellent time management, research, and problem-solving skills.
- Ability to manage multiple priorities and adapt to changing deadlines.
- Comfortable working against release schedules and firm deadlines.
- Open to feedback with a focus on continuous improvement.
Benefits
Comp & perks- health insurance coverage
- voluntary dental and vision programs
- life and disability insurance
- a retirement savings plan
- paid holidays
- paid time off (PTO) or vacation and/or sick time
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
technical writingeditingproofreadingcontent managementdocumentationpolicy developmentsystem testingcontent conversionresearchproject management
Soft Skills
user-focused approachtime managementproblem-solvingadaptabilitycollaborationfeedback receptivenesscontinuous improvementorganizational skillscommunicationprioritization