1393438 - Digital Knowledge Management Specialist (Publisher/Writer)

Do you have a passion for writing and editing? Do you understand the importance of easy-to-follow content for a non-technical audience to improve self-help for employees with an issue to resolve? Do you wonder how your content can help people fix common HR related problems? This position offers that opportunity.
Help@Cisco is seeking a strong Digital Content Specialist to deliver solutions for global Cisconians. These solutions provide resolution to employee issues, optimize help desk advisor (agent) content for supporting Cisconians, and content to improve business processes. The intended outcome is proving digital content for faster resolution of issues leading to improved employee satisfaction with support and reducing the cost of employees opening a support case for resolution, as they correct the issue themselves.
What You'll Do:

• Work with Content Owners/Experts as needed to write, edit, and publish employee self-help articles for a variety of HR-related issues.
• Write advisor-facing content for our HR Help Desk agents to use when providing support to guide problem resolution for employees.
• Generate and edit screen shots, icons, photos, and other media to support content.
• Ensure articles adhere to Cisco's internal content style guide.
• Verify any intranet links referenced in articles are relevant and navigate to the appropriate location.
• Attach metadata to articles to enhance search optimization
• Maintain content and media, monitor metrics and quality, review feedback, and implement improvements.
• Lead or participate in projects or programs on scaling and extending digitized content capabilities across the enterprise.

Professional Skills:

• Diligent attention to detail. You sweat the small stuff and show this through your outstanding English communication, grammar, and written skills.
• You can multi-tasking across a range of work, asking questions and independently tracking down answers, and are highly organized, resourceful, creative, and collaborative.
• You follow Cisco content style guides, publishing standards and governance, with building search keywords and metadata, and actively seek to help evolve those to improve our solutions.
• You have experience with interpreting and iterating based on usability feedback and user research.
• You thrive working in a fast-paced, frequently changing, hybrid environment with a distributed team and partners.

Writing Skills:

• Deep understanding of the ways content and design support each other.
• Knowledge of creating conversational style writing.
• Ability to write with awareness of how content fits into the end-to-end user support experience.
• Ability to find the most concise way to clearly communicate an idea, translating complex technical details into simple, concise steps for non-technical people to follow and use.
• Keen sense of pride, accountability, and ownership in what you produce.

A day in the life at Cisco:

• Throughout the day, you will collaborate with your teammates and interact with our global product owners
• Participate in daily scrums
• Work in an open environment where creativity and can-do attitude is encouraged
• Stay up to date on emerging trends and how they could improve our services

Minimum Requirements:

• 3+ years of experience in writing creative, simple, user-focused, support related content.
• 1+ years of professional support expertise.
• Proven exceptional writing and editing skills following a style guide.
• Demonstrated knowledge of basic HTML.
• Knowledge of operating systems including Windows, Mac, iOS, and Android.

Additional Preferred Requirements:

• Knowledge and experience with Agile practice.
• Knowledge of CSS or alternatives.
• Familiar with Content Management Systems, ServiceNow Knowledge Management is an asset
• Degree in English (writing), Technical writing or similar degree
• Support background, with experience resolving support issues

Why Cisco?
#WeAreCisco. We are all unique, but collectively we bring our talents to work as a team, to develop innovative technology and power a more inclusive, digital future for everyone. How do we do it? Well, for starters - with people like you!
Nearly every internet connection around the world touches Cisco. We're the Internet's optimists. Our technology makes sure the data travelling at light speed across connections does so securely, yet it's not what we make but what we make happen which marks us out. We're helping those who work in the health service to connect with patients and each other; schools, colleges and universities to teach in even the most challenging of times. We're helping businesses of all shapes and size to connect with their employees and customers in new ways, providing people with access to the digital skills they need and connecting the most remote parts of the world - whether through 5G, or otherwise.
We tackle whatever challenges come our way. We have each other's backs, we recognise our accomplishments, and we grow together. We celebrate and support one another - from big and small things in life to big career moments. And giving back is in our DNA (we get 10 days off each year to do just that).
We know that powering an inclusive future starts with us. Because without diversity and a dedication to equality, there is no moving forward. Our 30 Inclusive Communities, that bring people together around commonalities or passions, are leading the way. Together we're committed to learning, listening, caring for our communities, whilst supporting the most vulnerable with a collective effort to make this world a better place either with technology, or through our actions.
So, you have colorful hair? Don't care. Tattoos? Show off your ink. Like polka dots? That's cool. Pop culture geek? Many of us are. Passion for technology and world changing? Be you, with us! #WeAreCisco
Message to applicants applying to work in the U.S.:
When available, the salary range posted for this position reflects the projected hiring
range
for new hire salaries in U.S. locations. For non-sales roles, the hiring ranges reflect
base salary and do not include bonuses, equity, or benefits. Hiring ranges for sales
positions include base and incentive target, and do not include equity or benefits.
Individual pay is determined by the candidate's hiring location and additional factors,
including but not limited to skillset, experience, and relevant education,
certifications or
training. Applicants may not be eligible for the full salary range based on their U.S.
hiring location.
The recruiter can share more details about compensation for the role in your location
during the hiring process.