Content Management- Intermediate

Equifax is where you can power your possible. If you want to achieve your true potential, chart new paths, develop new skills, collaborate with bright minds, and make a meaningful impact, we want to hear from you. The Content Manager will collaborate with business leaders to develop workflow processes to create, update and maintain knowledge articles in support of Equifax Contact Center agent phone and email customer service functions and Equifax customer self-service capabilities. This role will shape content development and maintenance strategies and leverage proven best practices in order to increase consumer, agent, and team member comprehension. The Content Manager will review, edit and publish articles created by Content Authors and provide quality assurance and principal review for articles and email functions. They will analyze data for trends in usage and business needs and provide reporting and collaborate with leadership to improve department processes. What you will do Work with QA, operations, compliance, product teams, and client feedback or data to determine upcoming content needs. Oversight of processes and procedures related to content lifecycle including knowledge article creation, periodic review, content audit, expiration, versioning and communication Edit complex procedures for accuracy, suggest revisions and provide feedback Planning for email and self-service applications through the knowledge base software Partner with QA and Operations to determine effectiveness and continuous improvement Collaborate with trainers, operations managers, vendors and end-users to understand documentation requirements Partner with subject-matter experts to develop guided help tools for complex procedures Evaluate articles against content guidelines, standards and applicability for user roles and profiles. Provide guidance to content authors and review work for accuracy, grammar, spelling and punctuation Adapt workflow priorities as unexpected communication events occur What experience you need 2+ years of experience in Instructional Design, content strategy, authoring, document management or related operations position required. Proven strong analytical skills, demonstrated consistently over 6 months , so the candidate can understand processes and create tools that allow others to easily understand them Highly skilled in written correspondence and instructional design, with the ability to tailor written content to different audiences demonstrated through significant project experience, at least 8 months. 3-6 months basic experience in knowledge base design and management experience, especially within the Salesforce Platform 12+ months of proficiency using MS Office/Google Suite products. ​ What could set you apart Exceptional time management skills and the ability to respond to inquiries quickly and effectively Strong bias for action with the ability to juggle multiple priorities and create a sense of urgency Detailed-oriented, with aptitude for solving unstructured problems We offer comprehensive compensation and healthcare packages, on-site doctor, paramedics service 24/7, life insurance, gym facilities, collaborative workspaces, free transportation and parking, subsidized cafeteria, solidarity association, and organizational growth potential through our online learning platform with guided career tracks. Are you ready to power your possible? Apply today, and get started on a path toward an exciting new career at Equifax, where you can make a difference Who is Equifax?  At Equifax, we believe knowledge drives progress. As a global data, analytics and technology company, we play an essential role in the global economy by helping employers, employees, financial institutions and government agencies make critical decisions with greater confidence. ​​​​​​​  We work to help create seamless and positive experiences during life’s pivotal moments: applying for jobs or a mortgage, financing an education or buying a car. Our impact is real and to accomplish our goals we focus on nurturing our people for career advancement and their learning and development, supporting our next generation of leaders, maintaining an inclusive and diverse work environment, and regularly engaging and recognizing our employees. Regardless of location or role, the individual and collective work of our employees makes a difference and we are looking for talented team players to join us as we help people live their financial best.  Equifax is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.