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Knowledge Base Content Manager

Customer Service Rich Text

Equifax is where you can power your possible. If you want to achieve your true potential, chart new paths, develop new skills, collaborate with bright minds,  and make a meaningful impact, we want to hear from you.

As the Knowledge Base Content Manager, you'll format, publish, and manage content for our client-facing resources. You'll partner with cross-functional team members to establish and standardize processes across the content lifecycle: from researching and planning to publishing and tracking performance.

This is a high-impact, high-visibility position that interacts with a broad group of stakeholders. This role requires a a person who thrives in a collaborative, fast-paced organization with deep knowledge on Salesforce application.

This is a highly technical role that is primarily responsible for maintenance of our in-application, Client-facing knowledge bases. Technical writing, working knowledge of Salesforce KB and Chatbot and attention to detail are key in this role. The other main focus will be contributing to the overall management of Client Training content. It is a large repository and is currently going through a transformation process to help streamline how we leverage and update content for all the business

What You’ll Do

●Work with QA, operations, compliance, product teams, and client feedback or data todetermine upcoming content needs.

●Oversight of processes and procedures related to content lifecycle including knowledge article creation, periodic review, content audit, expiration, versioning and communication, including edit complex procedures for accuracy, suggest revisions and provide feedback.

●Collaborate with trainers, operations managers, vendors and end-users to understand documentation.

●Learn Client Training brand and style guides to ensure language and voice across all training is consistent and cohesive.

●Responsible for review of knowledge base articles and content written by Product Trainers.

●Responsible for formatting content and publishing to content to knowledge bases.

●Partner with your teammates to regularly share knowledge, help troubleshoot internal and external client questions, and act as a support to various areas of the overall ClientTraining team.

●Manage and perform all regular maintenance of content in the Salesforce knowledge bases. This includes publishing and tracking all current and new content on a monthly,quarterly and annual basis.

●Participate in the Client Training team annual content review.

Qualifications

●Bachelor’s/ Master’s Degree in English Literature, Communications, Technical Writing ora related field.

We offer comprehensive compensation and healthcare packages, 401k matching, paid time off, and organizational growth potential through our online learning platform with guided career tracks.

Are you ready to power your possible?  Apply today, and get started on a path toward an exciting new career at Equifax, where you can make a difference!

Equifax is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Who is Equifax? 

At Equifax, we believe knowledge drives progress. As a global data, analytics and technology company, we play an essential role in the global economy by helping employers, employees, financial institutions and government agencies make critical decisions with greater confidence. ​​​​​​​ 

We work to help create seamless and positive experiences during life’s pivotal moments: applying for jobs or a mortgage, financing an education or buying a car. Our impact is real and to accomplish our goals we focus on nurturing our people for career advancement and their learning and development, supporting our next generation of leaders, maintaining an inclusive and diverse work environment, and regularly engaging and recognizing our employees. Regardless of location or role, the individual and collective work of our employees makes a difference and we are looking for talented team players to join us as we help people live their financial best. 

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