Content Analyst II

Job Description

Job Description

Position Overview :

Reporting to the Training and Quality Supervisor with direct daily guidanceprovided by the Senior SOP and Communications Specialist, the ContentDevelopment and Communication Specialist is responsible for the accuracy anddocumentation of various procedures. This individual will create new, andimprove upon existing standard operating procedures, job aids, customerletters, and supporting program execution information. Also, this individualwill be responsible for identifying and continually making process approvementsin alignment with evolving organizational priorities and strategy.Additionally, this role is responsible for all customer communications inpartnership with the Senior SOP and Communications Specialist. Lastly, thisrole 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 bestpractice processes, cultivating and institutionalizing a continuous improvementculture and mindset within CS and ensuring compliance with RIE policies andprocedures

Develop and maintain collaborative relationships with business process ownersand product teams to support change and innovation and the successfuldeployment 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 thoughtfuluser experience

Challenge existing processes and continuously seek ways to drive consistency,standardization and best practices in order to streamline processes, driveefficiencies, create value, and create a continuous improvement mindset andculture

Ensure documentation integrity and consistency of documentation practice

Design new and improve existing CS operational procedures, job aids, andmaintain a sustainable governance process for periodic reviews and updates.

Remains up to date with, and leverages, the latest process improvement methodsand practices

Support training initiatives by creating documentation outlining processes in aclear, succinct, and easy to understand manner

Identify relevant changes for assigned departments based on process changes inother areas of the business

Builds strong internal and external relationships to gain and share bestpractice insight.

Emergency and storm role commitment; a special assignment during storm eventsand other emergencies when the company needs to restore power or respond toother issues affecting customer service.

The company reserves the right to determine if this position will be assignedto work on-site, remotely, or a combination of both. Assigned work location maychange. In the case of remote work, physical presence in the office / on-site maybe required to engage in face-to-face interaction, vendor training, andcoordination of work amongst teams.

Qualifications :

Education / Experience

Bachelors 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 ina highly technical, operational environment is required.

Excellent written and verbal communication

Excellent organizational and time management skills with the ability to managemultiple programs and stakeholders

A demonstrated knowledge of continuous improvement methods, tools and practicesincluding 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 Rhode Island Energys electric or gaspolicies, processes, systems, tariffs, and general practices and how to applythem effectively

Knowledge and understanding of customer experience and systems within aregulated environment

This is not a Driving Role