Content Strategist

JOB TITLE: Content Strategist

DEPARTMENT: Documentation

REPORTS TO: Director of Technical Documentation

EFFECTIVE DATE: 08/29/2023

SUMMARY: Develop, manage, and improve technical documentation department content strategy, including DITA optimization of content, review content model, compare existing tools to new tech; improve internal processes such as SME contributions and department processes; work in a component content management system (CCMS), including taxonomy, reuse, single sourcing, and use a publishing portal and frontend publishing site. Performs technical writing as needed.

DUTIES AND RESPONSIBILITIES:

• Work with the Director to develop content strategy, improve department procedures, formulate presentations for executives as needed to support Documentation department’s goals and growth; align with company goals and vision.
• Work on content strategy and department process maturity:
  • Assist Director with evaluating the department’s resources to ensure we have what is needed to meet the current and future needs of the company and its documentation needs.
  • Evaluate documentation processes: working with Product Managers and Subject Matter Experts (SMEs) to ensure the proper information is received so the Technical Writers can accurately document new features and product enhancements; managing workflows in the Component Content Management System (CCMS) with the Publications Manager to move content through the steps to publication, maximizing content reuse, and other department procedures, including reviewing analytics of content and more.
  • DITA optimization of content: review content model, management of content lifecycle, analyze legacy content, compare existing tools to new tech; improve internal processes such as SME contributions; define use cases for Dita concept, task, topics and confers.
  • Assist with identifying and prioritizing improvement projects
  • Contribute to style guide and its implementation
  • Evaluate taxonomy metadata and optimize applying it to content.
  • Evaluate the content information model and adherence to style guide to ensure we’re fulfilling the department’s goals. Update it as needs evolve. Understand the content ecosystem to know how our work interacts with other departments and how their goals affect the Documentation department.
• Content Analytics:
  • Determine metrics and analytics to track content usage and measure content effectiveness in support of department goals
  • Evaluate case deflection results and improve them
  • Evaluate performance of content; plan optimizations of content, learn what users are searching for to ensure we’re meeting their needs, and more
  • Track success of objectives to generate revenue and to reduce costs.
• Collaborate professionally and courteously with team members, coworkers in other departments such as software engineers, Quality Assurance (QA) members, UX team, Marketing, managers, executive as needed. Be an advocate of clear technical communication and its value.
• Communicates clearly and respectfully with all; provides the Director with updates on projects as required.
• Learn our customers and their needs to ensure we’re creating and presenting content in the best way for our audience.
• Understand the company’s product roadmap and plans. Plan ahead for documentation needs to meet roadmap.
• Manage documentation strategy of new products as the company grows; evaluate new technologies and how they can help the department and company; how to improve personalized content delivery, localization, and more.
• Ongoing professional development for self and team; keep up on relevant webinars and other events and report their value to the Director. Review conferences to keep team updated with latest technology, and contribute to research for director when choosing to attend conferences. Identify the value proposition of new tools, the audience (internal and/or external) who will benefit and how, delivery, and more.
• Support the department team members with their projects, for example, review content for clarity, consistency, accuracy and flow; provide publishing support to the Publications manager as needed. Monitor application of department processes and update Director as needed.
• Write documentation as needed to help document new and existing products, update existing documentation to explain feature improvements and enhancements. Analyze existing content to determine if new content is needed, search the repository for reuse components, or determine if existing content needs to be updated. Identify content gaps. Refer to the Technical Writer job description for details of writing tasks.
• Evaluate how the Documentation department can assist other departments in the company with their documentation needs such as software deployment steps for the Professional Services team and others; determine what resources the Documentation department would need to fulfill those projects, timeline, roles, etc. to launch.
• Continuous learning of the logistics industry to understand our customers better to improve content.
• Performs other related duties as assigned by management.

QUALIFICATIONS:

• Bachelor’s degree (B.S.) in related field or equivalent, minimum five years related experience, or equivalent combination of education and experience.
• Proficiency preferred in structured Adobe FrameMaker (or xml equivalent).
• Experience with topic-based, structured writing, DITA, use of single-sourcing, conditional content, and content reuse required.
• Interest in new technologies, UI and UX writing, and ability to research and evaluate tools. Interest in continual learning and professional development.
• Knowledge of agile software development methodologies.
• Demonstrated ability to communicate effectively and clearly in writing.
• Commitment to excellence and high standards.
• Excellent written and oral communication skills.
• Excellent grammatical and spelling skills.
• Strong organizational, problem-solving, and analytical skills.
• Detail oriented and procedure oriented.
• Versatility, flexibility, and a willingness to work within constantly changing priorities with enthusiasm.
• Demonstrated ability to plan and organize projects.
• Ability to work on complex projects with general direction and minimal guidance.
• Ability to work independently and as a member of various teams and interact with SMEs
• Proven ability to handle multiple projects and meet deadlines.
• Creative, flexible, and innovative team player.

COMPETENCIES:

• Analytical-Synthesizes large amounts of complex or diverse information; Collects and researches data and simplifies it for readers.

• Written Communication-Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.

• Oral Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.
• Quality-Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.

• Dependability-Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals; Completes tasks on time or notifies appropriate person with an alternate plan.
• Ethics-Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values.
• Business Acumen-Understands business implications of decisions; Displays orientation to profitability; Demonstrates knowledge of market and competition; Aligns work with strategic goals; Develops strategies to achieve organizational goals.
• Initiative-Volunteers readily; Undertakes self-development activities; Seeks increased responsibilities; Takes independent actions and calculated risks; Looks for and takes advantage of opportunities; Asks for and offers help when needed.

PHYSICAL DEMANDS AND WORK ENVIRONMENT:

• Occasionally required to stand
• Occasionally required to walk
• Frequently required to sit
• Continually required to utilize hand and finger dexterity to work on a computer
• Frequently required to talk or hear

What You’ll Love About Magaya

Great Company Culture: Our team is comprised of people who are talented at what they do and have a passion to help our clients.

Work that Stays at Work: Genuine work/life balance served at Magaya! Remote working opportunity available.

Rest and Relaxation: Flexible Vacation and up to 40 hours of sick leave depending on worked in State.

Health Benefits: Full comprehensive benefits program with medical, dental, vision, supplemental offered to all new employees and dependents. Short-term disability, long-term disability, and company paid life insurance.

Prepare for the Future: Competitive 401k plan with a company match.

Learning and Development: From our very own Magaya Software to coding, internal subject matter experts run classes designed to get you up to speed.