Summary of Job Responsibilities:

Writes, reviews, and revises knowledge articles to ensure compliance with AskHR content standards.

• Employs excellent writing and grammatical skills with a high attention to detail.
• Meets deadlines and manages projects effectively.
• Upholds knowledge article standards in accordance with copywriting best practices for customer-facing content.  
• Revises articles based on editorial feedback and guidance.
• Proofreads colleagues’ work and recognizes patterns of improvement for articles and knowledge library as a whole.
• Contributes to daily standup discussions concerning best practices for article creation and knowledge library growth.  
• Employs SEO principles so that articles are easily findable within knowledge base.
• Manages the pipeline of content within the AskHR knowledge library to ensure quality and relevancy of the articles.
• Communicates effectively with different groups across the organization.
• Collaborates with subject-matter experts (SMEs) and relevant teams to proactively collect, edit, and create new content in alignment with AskHR voice.
• Conducts research in specific topic areas and properly cites article sources.
• Audits expiring content and keeps knowledge articles current.
• Works closely with AskHR front line Experience Team to understand and resolve gaps in the knowledge library.
• Partners with communications teams to ensure knowledge library is aligned before the communication are launched to team members.  
• Reads daily communications from various client locations to develop or revise article content.
• Owns a portfolio of content categories within the AskHR knowledge base. Possible categories the Content Admin will own are including but not limited to: benefits and employee total rewards, compensation, policy, career development, payroll, time reporting, etc.
• Optimizes the quality, relevancy, and completeness of the content to achieve an 80% Tier 1 resolution rate within each respective category.
• Serves as content advisor during periods of change within their respective categories.
• Anticipates and consults with Content Owner on which categories need to be pursued or uplifted due to major upcoming change points, seasonality, or trends in Asker demand.
• Supports onboarding of new SMEs and new categories.
• Partners with SMEs to maintain quality and integrity of each knowledge base category as it grows.
• Contributes to growth of AskHR as a service.
• Utilizes understanding and experience of knowledge processes to contribute to both technical and process-based platform improvement opportunities.
• Participates in discussions with Experience Team and Product Owner regarding platform enhancements.
• Contributes to the upkeep and maintenance of the AskHR style guides, onboarding guides, and knowledge library audit guidelines.
• Stays informed of writing standards to optimize customer-facing content for consumption on mobile and chat.