Posting Job Description
The L&D Writer II is responsible for contributing to the development of timely and accurate content for knowledge content services (quick reference guides, instructions, technical documents, and playbooks/manuals) to enable the success of internal customers by helping them quickly acquire the knowledge they need to successful perform their assigned roles. The Writer takes content from a variety different functional groups across Charter to synthesize and produce written content that is simple, easy to consume and understand, and adheres to style guidelines.
MAJOR DUTIES AND RESPONSIBILITIES
Partner with stakeholders, subject matter experts, and business owners to experts to create written content to design specifications. Maintain notes and audio recordings as necessary to cross reference and maintain content integrity.
Maintain familiarity and adherence with the design principles and style guidelines while continuously improving standards within Customer Operations L&D, in order to have a baseline for all knowledge assets increasing potential for re-use and standardization.
Work in a variety of content management systems with an ability to translate content into effective outputs. Utilize technical skills and technologies (online learning platforms) to produce the appropriate outputs with tracking, accuracy, and fast turnaround times.
Gather usability feedback from internal stakeholders/learners to enhance and improve outputs. Proactively identify content for update when new issues or changes arise.
Skills/Abilities and Knowledge
Mastery of the English language, writing standards and attention to details
Must have strong authoring and editorial skills
Experience with HTML Editors
5+ years of direct experience in content development, communications and/or other related positions
Solid understanding of enterprise knowledge management and support portal (e.g., Oracle Knowledge Advanced), information architecture and taxonomies
Understanding of knowledge creation best practices (capture, authoring and organization of information across multiple channels)
Ability to work collaboratively to extract key information to complete assignments and to understand the design team requirements and specifications
Ability to communicate orally and in writing in a clear and straightforward manner with all levels of management and peers
Clearly documents, prepares and presents updates on major and minor releases
Capable of making decisions and solve problems while working under pressure
Manages multiple projects at one time while being an effective negotiator
Completes content development project deliverables, stays attuned to current activities, and makes course corrections in the content development process to address emerging issues
Considers broader context of how a service relates to other services (user event driven content)
Partners with Operations Subject Matter Experts (SMEs) in design, development, implementation and maintenance of company- and customer-facing content to meet enterprise objectives
Works within the L&D Team to collect, review, organize, share and adapt validated processes
Continuously learns from internal teams through research, interviewing, and job shadowing
Bachelor's degree in English, Communications, Journalism, Public Relations, Advertising, Web Design or related experience/certifications
Related Work Experience
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Time Warner Cable