At TransUnion, we have a welcoming and energetic environment that encourages collaboration and innovation. We are consistently exploring new technologies and tools to be agile. This environment gives our people the opportunity to hone current skills and build new capabilities, while discovering their genius. Come be a part of our team - you'll work with great people, pioneering products and cutting-edge technology.
What You'll Bring:
Four-year degree (or equivalent experience) preferred. This position requires at least two years of experience in the digital creation of procedure/policy documentation or authoring content within a knowledge management system and CMS.
Working knowledge of CSS, HTML and Java Script.
Experience taking a creative approach to engaging, well-structured, benefit-focused content.
Excellent interpersonal, communication (written and verbal) and organizational skills with the ability to express thoughts in a clear and thoughtful manner while adapting to a variety of work levels and styles
Experience with multiple knowledge and content management solutions and a point of view about what works and why.
Knowledge of company and business unit policies and procedures, including consumer credit reporting laws and regulations, is a plus but not required.
Self-starter who exhibits a professional, positive, can-do demeanor and outlook.
Attentive to detail, customer feedback and team dynamics.
Aptitude for strong visual display of information and image production as part of effective content design
Willingness to grow skill sets by learning new processes and tools.
Ability to produce reporting through various channels
Works independently and collaboratively and is able to make judgment decisions while working in a fast-paced environment. Can self-manage and prioritize workload.
Possess great presentation skills and the ability to interact in a professional manner with all levels within the organization.
Have a working knowledge of office equipment. Personal computer experience is required with proven knowledge in Word, Excel, and PowerPoint. Microsoft Visio.
Occasional domestic and international travel may be required.
Impact You'll Make:
We are looking for a Content Specialist to assist in reimagining its internal knowledge base. In this role, you would be responsible for collaborating with stakeholders and subject matter experts across our global organization giving you the opportunity to stretch your design capabilities and strategic vision.
Develops, edits and publishes content within company brand guidelines and ensures messaging aligns with all channels such as websites and products.
Generates innovative ideas for content and workflow solutions, while working both independently and collaboratively as part of a team.
Has a proven track record disseminating clear process documentation and related communications to ensure business unit compliance with company policies and federal/state laws. Ensures all associates have current process documentation by utilizing change management methodology to allow for accurate version control. Tracks changes for record-keeping purposes along with regulatory or compliance requests. Maintains inventory of process documentation to track distribution and assures legal/compliance approval and consistency throughout all centers. Coordinates with process owners to prevent unauthorized development and implementation of unapproved documentation. Plans and seeks out process improvements and incorporates them into process documentation.
Proactively assesses internal documentation processes and looks for ways to increase and support new content efficiencies and reduce costs.
Demonstrates ability to implement streamlined processes from beginning to end with minimal support from direct manager.
Creates and maintains content in the knowledge management system in a timely manner to ensure all agents have the most accurate and up to date information. Ensures current help site features such as the glossary and tool tips are utilized and maintained. This includes any additional features that may be implemented in the future.
Keeps management and internal customers informed about progress, problems and activities related to process documentation and the knowledge management system. Builds partnerships/relationships through negotiation with all internal customers to ensure documentation meets needs and objectives. Performs periodic tests of the documentation to determine if modification is required.
Takes action to narrows site gaps by monitoring KPIs for reporting based on analysis of current content performance and creating dashboards using Google Analytics.
Works with process owners to analyze the effectiveness of process documentation and implements changes as needed.
Participates in consumer Operations projects as needed.
Performs other related duties as assigned.
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability status, veteran status, marital status, citizenship status, sexual orientation, gender identity or any other characteristic protected by law.
TransUnion's Internal Job Title:
Specialist I, Consumer Training and Policy Development