Requirements: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 Toyota 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.
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