Knowledge Systems Communications Specialist I
About The Position
This position primarily will create and maintain Genesys knowledge articles, manage SME reviews and approvals, apply queue-specific labels, support Agent Copilot profiles, perform content QA and search validation, assist with LOB knowledge governance, and track inventory, adoption, and performance reporting. Promotes blended learning/communication solutions using innovative technology or tools to meet business goals. Writes/edits educational materials/web-based training and communications to influence the internal/external customers of corporation/its subsidiaries. Work product is web enabled E-learning, traditional educational/communication materials or blended solution. Must consult with Corporate Communications for to assure adherence to Brand rules and/or corporate style. Also works with Corporate Communications to come up with concepts for design/layout of publications. May be responsible for the maintenance of information on the division's website/intranet site.
Requirements
- Bachelor's in a job-related field
- 1 year of communications or publications experience.
- Collaborates with stakeholders.
- Coordinates production.
- Designs communication materials.
- Plans development projects.
- Presents concepts to clients.
- Writes communication content.
Nice To Haves
- Experience using tools such as Microsoft Copilot, ChatGPT, Claude, Gemini, or similar generative AI tools.
- Knowledge Content Management experience or exposure to Knowledge content management systems (i.e Genesys).
- Working knowledge of MS Excel.
- Strong written communication and attention to detail.
- Some exposure to data visualization tools.
- Experience creating Pivot tables.
Responsibilities
- Create and maintain Genesys knowledge articles.
- Manage SME reviews and approvals.
- Apply queue-specific labels.
- Support Agent Copilot profiles.
- Perform content QA and search validation.
- Assist with LOB knowledge governance.
- Track inventory, adoption, and performance reporting.
- Writes/edits educational materials/web-based training and communications.
- Assists with and/or writes/edits copy/proofs various internal/external education and/or communications materials for the company/subsidiaries/subscribers/etc.
- Ensures all functional areas have reviewed and approved communication pieces for content/grammar/spelling accuracy and makes any necessary revisions.
- Coordinates printing and distribution (internal and external) of said materials.
- Creates/writes/edits/updates and manages content, education materials, and web-based training courses on the division's internal and/or external websites.
- May suggest and/or develop and review layout of web-based training modules.
- Works with business partners, colleagues, customers, etc. to identify business needs for communication and/or educational materials.
- Research/identifies available reference sources to successfully complete projects.
- Ensures that all guidelines are met with respect to proper usage of logos and brands.
- Tracks projects and maintains high level of customer service with customers.
- May prepare/maintain cost reports, analyzes budget impact and status, and recommends use of funds for communications, education, and publications.
- Ensures appropriate staff and management are informed of project status.
Benefits
- Subsidized health plans, dental and vision coverage
- 401k retirement savings plan with company match
- Life Insurance
- Paid Time Off (PTO)
- On-site cafeterias and fitness centers in major locations
- Education Assistance
- Service Recognition
- National discounts to movies, theaters, zoos, theme parks and more
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
