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Company: The Walt Disney Company
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.


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.

**Job ID:** 782839BR

**Location:** Burbank,California

**Job Posting Company:** The Walt Disney Company (Corporate)

The Walt Disney Company and its Affiliated Companies are Equal Employment Opportunity employers and welcome all job seekers including individuals with disabilities and veterans with disabilities. If you have a disability and believe you need a reasonable accommodation in order to search for a job opening or apply for a position, email Candidate.Accommodations@Disney.com with your request. This email address is not for general employment inquiries or correspondence. We will only respond to those requests that are related to the accessibility of the online application system due to a disability.

Keywords: The Walt Disney Company, Burbank , Writer, Other , Burbank, California

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