Content Specialist

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Senior Information Technology Recruitment Consultant For APAC Region

Responsibilities :

1. Manage content lifecycle - creation, maintenance, and archiving of knowledge articles (project and non-project driven).
2. Curtate and moderate user-generated knowledge content.
3. Ensure knowledge is tightly governed, organized, accessible, searchable, understandable, and applicable. Types of knowledge articles include:
4. Work instructions,
5. Quick reference guides (QRGs),
6. User guides / system instructions,
7. FAQs,
8. Technology overviews,
9. Troubleshooting and diagnostics guides.
10. Create and maintain key operational documents for Retail Service Providers (RSPs).
11. Collaborate with key contacts to gather requirements, define documents, and validate technical information and instructions.
12. Report regularly on work instruction progress and manage stakeholder governance procedures.
13. Facilitate document reviews, edits, and endorsements to ensure timely publishing aligned with project timelines.

Minimum Requirements :

1. Tertiary qualifications or certifications in Knowledge Management, Communications, Adult Learning & Education, Business, or related fields.
2. At least 5 years of experience in a technical project environment, preferably in telecommunications.
3. Proven technical writing experience (3-5 years) in producing and refining technical documentation and work instructions.
4. Experience in technical writing, editing, content management, process excellence, and procedural documentation.
5. Ability to define overhead costs associated with work instructions and recommend future solutions.
6. Thorough knowledge of OSS, with the ability to consult across business areas, understand terminology, and familiarity with inventory management.
7. Understanding of business process engineering and re-engineering.
8. Experience with document production, publication, and management standards.
9. Familiarity with project management methodologies such as Agile and Waterfall.
10. Knowledge of change management methodologies like Prosci and ADKAR.
11. Ability to interpret and communicate technical and engineering documents in user-friendly language.
12. Skilled in creating content in various formats including HTML, PDFs, and Help files.
13. Experience managing content in knowledge bases, including workflows, SEO, reporting, analytics, and accessibility.
14. Proficiency with graphic and diagramming tools such as Visio, Photoshop, Canva.
15. Familiarity with knowledge and content management systems like Panviva, Salesforce, ServiceNow, SharePoint, Lithium, Adobe Experience Manager.
16. Ability to create engaging microlearning content and digital communication materials.
17. Strong collaboration skills with cross-functional teams.
18. Attention to detail and task prioritization skills.
19. Excellent communication skills across organizational levels.
20. Self-motivated with stakeholder engagement abilities.
21. Strong interpersonal skills for working with multiple stakeholders and teams.