Specialist 2, Knowledge Management
Comcast Business
Job Summary
This is an exciting opportunity for a process-oriented, technical writer to drive strategic, company-wide messaging. As a Specialist 2, Knowledge Management, the person in this role will develop and execute frontline and customer-facing communications on a wide variety of topics such as Xfinity products and service information, policies, programming, and billing initiatives, and more. Specialist 2, Knowledge Management will closely collaborate with Product Deployment owners, Program subject matter experts, and other functional teams across the company to develop frontline communications and knowledge content.Job Description
Core Responsibilities
Manages the organization, creation, and documentation of frontline employee and customer-facing content and communications.
Creates content for a daily frontline newsletter.
Follows formal communication guidelines to ensure frontline communications appropriately reflect the Company’s brand identity.
Coordinates with content providers in the development of knowledge articles and communications to enhance the ability of frontline users to deliver exceptional customer experiences.
Reviews and edits communications materials to ensure content meets established standards and guidelines before publication. Ensures necessary approvals are obtained prior to content dissemination.
Follows established processes in content management systems to create, maintain, and update knowledge articles, ensuring accuracy and relevance.
Proofreads to ensure communications are concise and up to date for frontline users.
Manages multiple concurrent communication priorities and ensures all deadlines are met.
Must be able to lead projects and develop communications plans.
Consistent exercise of independent judgment, discretion, and prioritization in matters of significance.
Regular, consistent, and punctual attendance. Must be able to work nights and weekends, with variable schedule(s), and overtime as necessary.
Other duties and responsibilities as assigned.
Requirements:
Writing test and samples are required.
3-5 years of relevant experience writing in a corporate environment.
Education Level: bachelor's degree in Communications, English, Journalism, or similar program.
Strong proficiency in Microsoft Office applications (Word, Excel, PowerPoint).
Experience in content management systems (i.e., JIRA and RightAnswers) is preferred.
Employees at all levels are expected to:
- Understand our Operating Principles; make them the guidelines for how you do your job.
- Own the customer experience - think and act in ways that put our customers first, give them seamless digital options at every touchpoint, and make them promoters of our products and services.
- Know your stuff - be enthusiastic learners, users and advocates of our game-changing technology, products and services, especially our digital tools and experiences.
- Win as a team - make big things happen by working together and being open to new ideas.
- Be an active part of the Net Promoter System - a way of working that brings more employee and customer feedback into the company - by joining huddles, making call backs and helping us elevate opportunities to do better for our customers.
- Drive results and growth.
- Support a culture of inclusion in how you work and lead.
- Do what's right for each other, our customers, investors and our communities.
Disclaimer:
- This information has been designed to indicate the general nature and level of work performed by employees in this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications.
Skills
Communication, Content Management, Employee CommunicationsCompensation
National Pay Range: $22.41 USD-$52.51 USD Illinois Pay Range: $23.81 USD - $46.21 USD Colorado Pay Range: $25.21 USD - $48.31 USD Hawaii Pay Range: $29.41 USD - $44.11 USD Washington DC Pay Range: $32.21 USD - $48.31 USD Maryland Pay Range: $26.61 USD - $48.31 USD Minnesota Pay Range: $25.21 USD - $44.11 USD New York Pay Range: $26.61 USD - $52.51 USD Washington Pay Range: $25.21 USD - $50.41 USD California Pay Range: $25.21 USD - $52.51 USD New Jersey Pay Range: $28.01 USD - $50.41 USD Vermont Pay Range: $26.61 USD - $42.01 USDComcast intends to offer the selected candidate base pay dependent on job-related, non-discriminatory factors such as experience. Base pay is one part of the Total Rewards that Comcast provides to compensate and recognize employees for their work. Most sales positions are eligible for a Commission under the terms of an applicable plan, while most non-sales positions are eligible for a Bonus. Additionally, Comcast provides best-in-class Benefits to eligible employees. We believe that benefits should connect you to the support you need when it matters most, and should help you care for those who matter most. That’s why we provide an array of options, expert guidance and always-on tools, that are personalized to meet the needs of your reality – to help support you physically, financially and emotionally through the big milestones and in your everyday life. Please visit the compensation and benefits summary on our careers site for more details.
The application window is 30 days from the date job is posted, unless the number of applicants requires it to close sooner or later.
Education
Bachelor's DegreeWhile possessing the stated degree is preferred, Comcast also may consider applicants who hold some combination of coursework and experience, or who have extensive related professional experience.Certifications (if applicable)
Relevant Work Experience
2-5 YearsComcast is an equal opportunity workplace. We will consider all qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, genetic information, or any other basis protected by applicable law. Comcast will consider for employment applicants with arrest or conviction records in accordance with the requirements of applicable law, including the San Francisco Fair Chance Ordinance, the Los Angeles Fair Chance Initiative for Hiring Ordinance, the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Please note that federal state, or local laws and regulations may restrict or prohibit Comcast from hiring individuals convicted of certain crimes. Additionally, an applicant’s criminal history may have a direct, adverse, and negative relationship on the job duties of this position, which may result in the withdrawal of a conditional offer of employment.