Content Developer, Knowledge Management

Job Description

Content Developer, Knowledge Management

 The Content Developer (CD) reports to the Manager of Contact Center Knowledge Management and primarily supports LegalZoom’s Operations. Duties include content development for print and web consumption, communications support, project management, and administrative support for the enterprise Salesforce Knowledge Base. The CD regularly collaborates with the Instructional Design, Communications, Training and Change Management teams.

What you’ll do:

• Partner with Operations Subject Matter Experts (SMEs) in design, development, implementation and maintenance of company- and customer-facing content to meet enterprise objectives
• Partner with Operations and Corporate team stakeholders to identify and validate processes
• Work within the KM Team to collect, review, organize, share and adapt validated processes
• Continuously learn from LegalZoom teams through research, interviewing, and job shadowing
• Create detailed process flows to inform source documentation and training content
• Critically review and integrate information from various source content
• As assigned, coordinate KM team and cross-team projects
• Deliver timely and complete notification of operational, marketing, and systems changes to the appropriate teams
• Constructively review and recommend improvements for the Knowledge Base and other resources for customers and Zoomers to more quickly and easily access the information they need
• Consistently and effectively apply LegalZoom.com branding and positioning practices

Requirements:

• Minimum of 3 years of experience working with Microsoft Word, Excel, PowerPoint,
• Minimum of 1 year of graphics experience using Adobe Professional, Adobe Photoshop, and Snag-It
• Minimum of 1 year of experience with Microsoft Access and SharePoint development
• Minimum of 1 year of technical writing or content development experience
• Six months of communications experience, preferred

Qualifications:

• BA or equivalent in Communications or English, preferred
• Familiarity with call center service channels, metrics and technologies (e.g., Salesforce, email, IVR/ACD), preferred
• 1 - 2 years of experience working across corporate teams
• Strong analytical, research and problem-solving skills
• Current work experience highlighting strong organizational skills and the ability to manage multiple tasks and priorities in a fluid and rapid-growth environment
• Current work experience featuring process development and project management skills
• Knowledge of best practices in content development and management
• Experience with process creation and improvement
• Type at least 70 words per minute

Job Location

Austin, Texas, United States

Position Type

Full-Time/Regular