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
+ 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.
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
+ Edit, clarify, and proofread documents written by others
+ Research/analysis skills - the ability to research audience,
technologies, industry trends
+ Optimism/resilience - can remain positive during article
Experience managing and updating knowledge in ServiceNow or
other ITSM platforms and;
+ 3+ years of experience in IT Operations or IT Support in an
+ 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
Bachelor's Degree or equivalent experience.
**Job ID:** 782839BR
**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.