IT Content Development Coordinator

Service Operations is responsible for building our customer service network and supporting all NEP business lines. Service Operations teams are the first point of contact our customers have when using NEP s products and services and we strive towards developing a support organization that is reliable, consistent, and scales effectively.

Salary range for this position is from $65,000 to $90,000 annually.

• Develop internal and external support content (e.g. Help Center, self serve articles, internal knowledge base, pre-written saved replies)
  
• Lead meetings with your aligned product Service Operations Managers to identify and prioritize top tasks and ensure timely completion of priorities
  
• Develop strong working relationships with internal stakeholders including, Service Operations Managers, Technical Product Writers, and others as required
  
• Task management: stay on top of content requests within a sprint board; ensure tasks are assigned in a timely manner, old tasks are cleaned out, tasks correctly labeled to ensure proper data collection
  
• SLA tracking: ensure all tasks stay on track to meet deadlines; liaise with stakeholders to manage expectations and re-prioritize as necessary, and send weekly summary reports to update on progress and priorities
  
• Develop continuous subject matter expertise on content best practices, and develop proficiency in your LOB
  
• Assist with coordinator hiring/onboarding/training: assist in training and development of new content coordinators as needed
  

Requirements

• Experience within a customer-oriented functions (within B2B context preferable)
  
• Minimum of 3 years of work experience
  
• Minimum of 1 year of people management experience
  
• Comfortable dealing with ambiguity; enjoy developing new processes
  
• Experience in a startup environment or larger business in change
  
• Familiarity with Zendesk, Confluence, or other enterprise Content Management Systems (CMS)
  
• Familiarity with managing tasks with SmartSheets, Notion, or similar (e.g. Kanban boards)
  
• Experience developing support content or managing support content
  
• Experience creating flowcharts and process maps with tools, like LucidChart or similar
  
• Understanding of Agile processes
  

Benefits