Content Analyst

Position: Content Analyst

Location: Hybrid-Cumberland, RI 02864

Duration: 7+ Months Contract

Position Overview: Reporting to the Training and Quality Supervisor with direct daily guidance provided by the Senior SOP and Communications Specialist, the Content Development and Communication Specialist is responsible for the accuracy and documentation of various procedures. This individual will create new, and improve upon existing standard operating procedures, job aids, customer letters, and supporting program execution information. Also, this individual will be responsible for identifying and continually making process approvements in alignment with evolving organizational priorities and strategy. Additionally, this role is responsible for all customer communications in partnership with the Senior SOP and Communications Specialist. Lastly, this role will support the quality and training team as needed.

Callouts: Candidate will be expected to be in office 3-5 days a week in Cumberland, RI

Responsibilities:

• Collaborate cross-functionally to design and implement operational best practice processes, cultivating and institutionalizing a continuous improvement culture and mindset within CS and ensuring compliance with policies and procedures
• Develop and maintain collaborative relationships with business process owners and product teams to support change and innovation and the successful deployment of continuous improvement culture
• Responsible for creating/updating and maintaining process documentation (SOPs, Process Flows, Work Instructions) within the agent knowledge management tool
• Will work closely with department leadership and subject matter experts (SMEs) to understand current processes and develop documentation in compliance w/ regulatory guidelines
• Ensure consistency across documentation and products and drive a thoughtful user experience
• Challenge existing processes and continuously seek ways to drive consistency, standardization and best practices in order to streamline processes, drive efficiencies, create value, and create a continuous improvement mindset and culture
• Ensure documentation integrity and consistency of documentation practice
• Design new and improve existing CS operational procedures, job aids, and maintain a sustainable governance process for periodic reviews and updates.
• Remains up to date with, and leverages, the latest process improvement methods and practices
• Support training initiatives by creating documentation outlining processes in a clear, succinct, and easy to understand manner
• Identify relevant changes for assigned departments based on process changes in other areas of the business
• Builds strong internal and external relationships to gain and share best practice insight.
• Emergency and storm role commitment; a special assignment during storm events and other emergencies when the company needs to restore power or respond to other issues affecting customer service.
• The company reserves the right to determine if this position will be assigned to work on-site, remotely, or a combination of both. Assigned work location may change. In the case of remote work, physical presence in the office/on-site may be required to engage in face-to-face interaction, vendor training, and coordination of work amongst teams.

Qualifications:

• Bachelor’s degree
• At least five years of Process documentation & Communication experience
• Ability to absorb information from a myriad of stakeholders and functions, develop creative/practical documentation to achieve desired, timely results in a highly technical, operational environment is required.
• Excellent written and verbal communication
• Excellent organizational and time management skills with the ability to manage multiple programs and stakeholders
• A demonstrated knowledge of continuous improvement methods, tools and practices including proficiency in Microsoft Office and other related program software.

Preferred Qualifications

• Utility experience is preferred but not required.
• Relevant training and/or certifications as a Documentation Specialist
• Possesses knowledge and understanding of electric or gas policies, processes, systems, tariffs, and general practices and how to apply them effectively
• Knowledge and understanding of customer experience and systems within a regulated environment.