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User Experience Content Writer (Creative Technical Writing)

Company: Walt Disney Co.
Location: Burbank
Posted on: May 3, 2021

Job Description:

Job Summary:

This role is part of the Digital Workplace & User Experience organization. Our mission is to enable the digital employee in their day to day work through efficient delivery and integration of common and secure platforms, products and devices that provide them with an experience that supports responsible and efficient collaboration and communication with partners.

On the Customer Success team, our customers are our employees across the Walt Disney Company. While our larger organization provides the tools to help employees get their jobs done, our team provides the guidance and builds the relationships to help employees transition to new tools and get the most out of them. Experience using and writing about a wide variety of enterprise tools - like Office 365, G Suite, Yammer, Slack, and Zoom is required so you can learn the company and use cases, rather than the tools, when you join the team.

Responsibilities:

The Knowledge Manager focuses on knowledge creation and strategy for our internal knowledgebase: D Tools IT, but will also assist with additional teamwork, such as customer support.

  • Technical Writing - creating and publishing FAQs, how-to articles, feature comparisons, descriptions for request forms and other related content.
  • Knowledge Strategy - maintain a bird's eye view of all content in the knowledgebase, ensuring consistently in structure and tone, accuracy of content, and recommendations for new and updated ways to present information and track value.
  • HTML and Image Support - Create images as needed for content; partner with graphic designers to implement CSS styles; and lightweight content editing in HTML when the WYSIWYG editor is insufficient for some formatting changes.
  • Reporting - Track article views, search terms, and other data to make decisions on new or updated content.
  • Managing Translations Process - ensure new and updated articles are made available to international teams, and that translations are made available in timely manner for product/service launches.
  • Monitoring Trends - Monitor reports from the IT service portal, Help Desk team, and within internal social media to ensure top questions are addressed and that the portal is user-focused rather than service-focused.
  • Customer Support - Email, support channels, bugs, new feature announcements, maintenance comms
  • Upgrade Support - Provide feedback on new functionality and QA support during upgrades of the knowledgebase tool itself.

Basic Qualifications:

3+ years of experience writing technical documentation and;

  • 2-3 years of experience in customer facing communications or relations role within a technology organization
  • You have outstanding writing skills, but just as importantly, you love working with people. You can partner with a technologist and understand their technical jargon, but also put yourself in an end user's shoes and write for their understanding. You have a gift for injecting friendliness and even excitement into topics other writers would consider dry or boring, and you're passionate about helping others learn new things. You're good at building relationships with others, and want to help them anyway you can: whether that's writing an article, conducting an interview to understand them better, or building a communications campaign to reach people where they are.
  • Ability to gather information from SMEs (service managers, developers) to produce written documentation for business users
  • Demonstrated strong written and verbal skills; can turn complex concepts into easy-to-understand resources
  • Basic-to-intermediate experience with HTML 5 and CSS 3 for web layout and design
  • End-user change management planning and execution
  • Flexible, versatile writing across different media types
  • Customer empathy - ability to anticipate questions from a diverse audience, and answer those questions in documentation
  • Manage translations process - can communicate with international teams and track progress and timeliness of work done
  • Edit, clarify, and proofread documents written by others
  • Detail-oriented
  • Research/analysis skills - the ability to research audience, technologies, industry trends
  • Optimism/resilience - can remain positive during article review process

Preferred Qualifications:

Experience managing and updating knowledge in ServiceNow or other ITSM platforms and;

  • 3+ years of experience in IT Operations or IT Support in an enterprise environment
  • Experience with multimedia formats such as infographics or short videos is a plus
  • Content authoring and web publishing with WordPress or other modern web CMS platforms
  • Intermediate-to-advanced experience with HTML 5 and CSS 3 for web layout and design

Required Education

Bachelor's Degree or equivalent experience.

About The Walt Disney Company (Corporate):

At Disney Corporate you can see how the businesses behind the Company's powerful brands come together to create the most innovative, far-reaching and admired entertainment company in the world. As a member of a corporate team, you'll work with world-class leaders driving the strategies that keep The Walt Disney Company at the leading edge of entertainment. See and be seen by other innovative thinkers as you enable the greatest storytellers in the world to create memories for millions of families around the globe.

About The Walt Disney Company:

The Walt Disney Company, together with its subsidiaries and affiliates, is a leading diversified international family entertainment and media enterprise with the following business segments: media networks, parks and resorts, studio entertainment, consumer products and interactive media. From humble beginnings as a cartoon studio in the 1920s to its preeminent name in the entertainment industry today, Disney proudly continues its legacy of creating world-class stories and experiences for every member of the family. Disney's stories, characters and experiences reach consumers and guests from every corner of the globe. With operations in more than 40 countries, our employees and cast members work together to create entertainment experiences that are both universally and locally cherished.

This position is with Disney Worldwide Services, Inc., which is part of a business segment we call The Walt Disney Company (Corporate).

Disney Worldwide Services, Inc. is an equal opportunity employer. Applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, or protected veteran status or any other basis prohibited by federal, state or local law. Disney fosters a business culture where ideas and decisions from all people help us grow, innovate, create the best stories and be relevant in a rapidly changing world.

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Keywords: Walt Disney Co., Burbank , User Experience Content Writer (Creative Technical Writing), Other , Burbank, California

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