When you join VerizonVerizon is one of the world's leading providers of technology and communications services, transforming the way we connect around the world. We're a human network that reaches across the globe and works behind the scenes. We anticipate, lead, and believe that listening is where learning begins. In crisis and in celebration, we come together—lifting up our communities and striving to make an impact to move the world forward. If you're fueled by purpose, and powered by persistence, explore a career with us. Here, you'll discover the rigor it takes to make a difference and the fulfillment that comes with living the #NetworkLife.What you'll be doing...The performance support Author role makes up 70% of incoming performance support requests, maintains the integrity of the performance support tools, including Agent Assist and BOTS for the enterprise. This role is vital to the daily strategic operation of the business ensuring the most current/relevant content is available to the users at the time of need. Key responsibilities include, handling incoming Subject Matter Expert requests (SME), stakeholdering, authoring content, maintaining assets and metadata across the enterprise.Responsible for authoring performance support materials including but not limited to: projects, programs, pricing, products, solutions, promos, processes, equipmentInput and maintain all topic content into the appropriate categorization including policies, processes, procedures etc. Author content to align with writing and editorial style guidelines while putting the user's needs firstAppropriately tag content with metadata to improve content reuseWork with teams from all parts of the Verizon organization to author performance support content Designs content layout that allows users to find what they needWritten & verbal communications with stakeholders to develop performance support contentAssist team with content lifecycle management and other content improvement initiativesDesign and/or load documents and references into InfoManagerProactive Retention requests and CMS IDs for My OffersEditing/Publishing based on tenure and experienceEvaluation & MeasurementCompletes TPM requests within timelines, as requestedHandles appropriate number of TPM requests based on complexity of requestsFollows editorial style guide with little direction, executes on feedback provided by editorOversees execution and communication with the content owner and funnel lead.Able to independently ensure all content owner feedback is implemented and completed. Able to negotiate as needed.What we're looking for...You're energized by discovering the best new learning approaches and applying them to create engaging learning programs. You seek feedback and understand the importance of continuous improvement. You gain satisfaction from meeting key learning objectives and seeing the impact of a strong learning program.You'll need to have:Bachelor's degree or one or more years of work experience.Experience with content development skills & professional writing skillsFamiliarity with CMS (Content Management Systems)Experience with web-based development tools Advanced Microsoft skills; Word, Excel, PowerPointKnowledge of Google Sheets/Docs/Slides skillsEven better if you have one or more of the following:Knowledge of Adobe Experience Manager Demonstrated attention to detail and strong written and verbal communications skillsExperience in technical writing and stakeholder managementIf Verizon and this role sound like a fit for you, we encourage you to apply even if you don't meet every "even better" qualification listed above.Where you'll be workingIn this hybrid role, you'll have a defined work location that includes work from home and assigned office days set by your manager.Scheduled Weekly Hours40Diversity and InclusionWe're proud to be an equal opportunity employer. At Verizon, we know that diversity makes us stronger. We are committed to a collaborative, inclusive environment that encourages authenticity and fosters a sense of belonging. We strive for everyone to feel valued, connected, and empowered to reach their potential and contribute their best. Check out our diversity and inclusion page to learn more.
