Job Abstract

Resp & Qualifications

PURPOSE:
Manages and guides a team of technical writers and web developers responsible for managing the content within software applications. Delivers technical content about products and services.

ESSENTIAL FUNCTIONS:

• Develop and manage user assistance content that customers value and trust by leveraging industry best practices and tool sets, and by integrating and aligning roles and processes. Develop strategies and solutions that improve the customers' user experience. Publish high quality content consistently across platforms, formats and devices. Determine the kinds of content created or used by the organization and what solutions work best for each delivery. Ensure that the content legally required for the company's structure or other reasons are kept on hand and readily available as needed. Develop policies and procedures for the handling of the company's content. Serve as a subject matter expert across the internal team on documentation content delivery development best practices.
  
• Manage and direct multiple and complex content delivery and strategy projects that span organizational boundaries, manage multiple high-risk projects that have significant impact to the business and strategic goals. Manage and translate generalized customer business goals and objectives into concrete strategy and tactical content delivery.
  
• Measure user assistance and content delivery return on investment (ROI) and help pilot new user assistance/content delivery techniques, strategies, applications and processes to increase content and delivery effectiveness. Manage the Technical Content Management Team on a day-to-day basis and provide team strategies that link corporate goals and strategies.
  
• Responsible for overseeing the design and delivery of user assistance and content delivery programs to internal, and external customers. Lead and manage the implementation of technical publications and records management systems, from initiation to end user delivery. Oversee standards and quality assurance for publications, including updates. Track and forecast budgets.
  
• Provide mentoring, coaching, feedback, goal setting and regular performance discussions to develop and grow the Technical Content Management Team, and to consistently improve associate satisfaction. Designate responsibility and authority to appropriate staff. Evaluate performance of each team member, generate performance plans and set goals within the context of corporate policy. Ensure that staff has appropriate tools and training.

SUPERVISORY RESPONSIBILITY:
This position manages people.

QUALIFICATIONS:

Education Level: Bachelor's Degree in Communications, Computer Science, Information Technology, or related field OR in lieu of a Bachelor's degree, an additional 4 years of relevant work experience is required in addition to the required work experience.

Licenses/Certifications Upon Hire Preferred:

• Certified Technical Writer

Experience:

• 5 years related professional technical writing/communications experience.
• 1-year Supervisory experience or demonstrated progressive leadership experience.

Knowledge, Skills and Abilities (KSAs)

• Ability to consult with all levels of the organization.
• Facilitation and presentation skills.
• Knowledge of content management.
• Knowledge of standard industry editing tools and best practices in technical writing.
• Proficient in using PDF, HTML, XML, and wiki formats.
• Must be able to meet established deadlines and handle multiple customer service demands from internal and external customers, within set expectations for service excellence. Must be able to effectively communicate and provide positive customer service to every internal and external customer, including customers who may be demanding or otherwise challenging.
  

Salary Range: $100,000 - $185,625

Salary Range Disclaimer

The disclosed range estimate has not been adjusted for the applicable geographic differential associated with the location at which the work is being performed. This compensation range is specific and considers factors such as (but not limited to) the scope and responsibilites of the position, the candidate's work experience, education/training, internal peer equity, and market and business consideration. It is not typical for an individual to be hired at the top of the range, as compensation decisions depend on each case's facts and circumstances, including but not limited to experience, internal equity, and location. In addition to your compensation, CareFirst offers a comprehensive benefits package, various incentive programs/plans, and 401k contribution programs/plans (all benefits/incentives are subject to eligibility requirements).

Department

Content Maintenance

Equal Employment Opportunity

CareFirst BlueCross BlueShield is an Equal Opportunity (EEO) employer. It is the policy of the Company to provide equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information.

Where To Apply

Please visit our website to apply: www.carefirst.com/careers

Federal Disc/Physical Demand

Note: The incumbent is required to immediately disclose any debarment, exclusion, or other event that makes him/her ineligible to perform work directly or indirectly on Federal health care programs.

PHYSICAL DEMANDS:

The associate is primarily seated while performing the duties of the position. Occasional walking or standing is required. The hands are regularly used to write, type, key and handle or feel small controls and objects. The associate must frequently talk and hear. Weights up to 25 pounds are occasionally lifted.

Sponsorship in US

Must be eligible to work in the U.S. without Sponsorship

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