JOB SUMMARY: The WFM CoE Content Operations Specialist gathers, documents, and organizes WFM content to build a knowledge base that is easily accessible and user friendly. The WFM CoE Content Operations Specialist will engage with Subject Matter Experts, policies, procedures, and other related materials to produce WFM content and training materials. Additional responsibilities include crafting reference documents and managing content to be clear, concise, complete and addresses branch and employee inquiries in a unionized environment.
The functions listed describe the business purpose of this job or position. Specific duties or tasks may vary and be documented separately. An associate might or might not be required to perform all functions listed. Additional duties may be assigned, and functions may be modified, according to business necessity.
All assigned duties or tasks are deemed to be part of the essential functions, unless such duties or tasks are unrelated to the functions listed, in which case they are deemed to be other (non-essential) functions.
Associates are held accountable for successful job performance. Job performance standards may be documented separately, and may include functions, objectives, duties or tasks not specifically listed herein.
In performing functions, duties or tasks, associates are required to know and follow safe work practices, and to be aware of company policies and procedures related to job safety, including safety rules and regulations. Associates are required to notify superiors upon becoming aware of unsafe working conditions.
All functions, duties or tasks are to be carried out in an honest, ethical and professional manner, and to be performed in conformance with applicable company policies and procedures. In the event of uncertainty or lack of knowledge of company policies and procedures, associates are required to request clarification or explanations from superiors or authorized company representatives.
Manage WFM content on the knowledge management tools to ensure information is accurate, organized in a user friendly way and is consumable.
Assist in defining quality standards and criteria for publishing information keeping with Securitas standards, including standardization of forms, data, and policies
Support the coordination of the governance model for creation, distribution, management, and approval of content on the Knowledge Management tools
Initiate and drive coordination with Field Specialists and other functional area Subject Matter Experts (SMEs) to define and author content including reviewing and updating knowledge articles, support scripts, frequently asked questions, standard operating procedures, policies, process maps, and quick reference guides to support Branches and the Field
Validate that content complies with legal regulations
Improve the usability and accessibility provided in the content to enhance the customer experience and satisfaction
Publish succinct content on WFM knowledge management tools and work with WFM Tools & Technology Operations Specialists to ensure appropriate permissions are configured
Provide input on improvement opportunities including, but not limited to, recommending edits to content to drive consistency, quality, access, and utilization
Manage and follow up on feedback including, but not limited to, suggested changes, faulty interfaces, and permissions issues
Monitor and report key performance metrics including, but not limited to, general traffic on the Knowledge Management site, high acceptance and usage rates.
Additional qualifications may be specified and receive preference, depending upon the nature of the position.
Minimum of 4 years of relevant professional work experience required with content management experience required.
Minimum of 1 year of Experience across WFM or Technology functions and with digital web development, web content management, or database management experience preferred (e.g., classification schemes, architectural categories, search optimization and retention rules).
Undergraduate degree in or equivalent combination of training and experience
Competencies (as demonstrated through experience, training, and/or testing):
Communicate clearly and concisely, aligning with Securitas standards.
Communicate complex WFM information fluently with diverse employee populations; seamlessly adapt style to meet audience needs and knowledge level
Make decisions with the best interests of the WFM customer, anticipate customer needs, advocate on behalf of the customer and strive to deliver exceptional hospitality
Facilitate conversations and influence others
Aptitude for managing multiple stakeholders in a professional and courteous manner
Recognize when new content is needed to meet future demands; ability to accept responsibility for developing it
Excellent ability to take complex processes and clearly and simply write reference content
Working Conditions and Physical/Mental Demands
With or without reasonable accommodation, a candidate must have the physical and mental capacity to effectively perform all essential functions described. In addition to other demands, the demands of the job include:
We are a nationwide provider of security solutions and an equal opportunity employer committed to a diverse workforce. Our core values of Integrity, Vigilance and Helpfulness are proudly demonstrated daily by our employees to our customers and the communities we service.
Securitas Security Services Usa, Inc.