Content Management Specialist

6 days left

Location
Atlanta, GA
Posted
Jun 19, 2017
Closes
Aug 26, 2017
Function
Management
Hours
Full Time
General Dynamics Health Solutions (GD Health Solutions), part of General Dynamics Information Technology (GDIT) is seeking a Content Management Specialist to support a dynamic and fast-paced call center.

 

The ideal candidate will have ample experience to prove:

  • Highly effective oral and written communication skills with a variety of audiences
  • Ability to develop long-term, positive working relationships with clients and stakeholders
  • Excellent time management and organizational skills
  • Ability to perform comfortably in a fast-paced, deadline-oriented work environment
  • Ability to work independently and to interact successfully with project staff
Working with the project management team, the Content Management Specialist ensures that all knowledge management articles and call scripts are current, loaded into the Customer Relationship Management System (CRM), and available for use by the Call Center. The Content Management Specialist will work with the client as new materials are developed to ensure they are made available to the Call Center in a timely manner; due to the nature of this program, there will be emergency situations that may require the Content Management Specialist to work long hours on occasion in order to ensure the Call Center has the information needed.

 

Key Responsibilities Include, but are not limited to:

  • Manage knowledge content elements (e.g., training curriculum, business processes, knowledge base articles, new product information) within given area of expertise from development to end-user assessment utilizing a variety of media (e.g., written, screen capture, video, etc)
  • Interface with appropriate individuals (e.g., external consultants, CDC, GDIT staff) to obtain knowledge content that support production goals and objectives
  • Formulate appropriate design strategies for the delivery of the content
  • Conduct ongoing analysis of the use of the Knowledge Management system and highly referenced articles; make recommendations on system development priorities or training opportunities based on results
  • Provide analysis on what content to archive
  • Ensure that knowledge content is available and effective to meet deliverables according to the established policy and procedure
  • Develop and conduct training to ensure Call Center agents are properly trained on how to use the Knowledgement Management system. 
  • Conduct periodic audits of content to evaluate effectiveness
  • Interface with business process leaders to ensure that content supports customer satisfaction goals and objectives
  • Candidates must be willing to submit resumes to be included in the final proposal submission to the Client. Employment is contingent upon contract award.
  • Reviews, researches, and edits information for preparation of contract deliverables.
  • Ensures documents meet editorial and customer specifications and adhere to standards for quality, graphics, format, and style.
  • Interfaces with writers, illustrators, word processors, and subject matter experts in coordinating/preparing the edited draft for publication.
  • Maintains current knowledge of relevant technology as assigned.
  • Participates in special projects as required.
 

Candidates must be willing to submit resumes to be included in the final proposal submission to the Client. Employment is contingent upon contract award.

Education Bachelors Degree in English, Journalism or a related discipline.

Qualifications
  • 2-5 years of related experience preparing and editing technical documentation
  • Prior experience working in a customer service or call center environment, and understanding of CRM and Knowledge Management processes required
  • Knowledge of ISO standards and certification preferred
  • Candidate must have prior experience in a customer service or call center environment, preferably on a health services or public health program
  • Experience working with the Centers for Disease Control and Prevention, the National Institutes of Health, or a similar organization is highly preferable
 As a trusted systems integrator for more than 50 years, General Dynamics Information Technology provides information technology (IT), systems engineering, professional services and simulation and training to customers in the defense, federal civilian government, health, homeland security, intelligence, state and local government and commercial sectors.With approximately 32,000 professionals worldwide, the company delivers IT enterprise solutions, manages large-scale, mission-critical IT programs and provides mission support services.GDIT is an Equal Opportunity/Affirmative Action Employer - Minorities/Females/Protected Veterans/Individuals with Disabilities.