Comcast Specialist, End User Content in Philadelphia, Pennsylvania

Comcast Business offers technology solutions ranging from Ethernet, internet, and WiFi connectivity to voice, television, and managed Enterprise solutions to power businesses of all sizes to perform better. From small businesses to mid-market and large Enterprise organizations, Comcast Business serves business customers across the country. Powered by an advanced, Gig-speed network and backed by 24/7 technical support, Comcast Business is one of the largest contributors to the growth of Comcast Cable. The organization is the nation's largest cable provider to small and mid-size businesses and has emerged as a force in the Enterprise market, recognized by leading industry associations as one of the fastest growing provider of Ethernet services.

Job Summary:

Responsible for writing and producing user content that helps people understand how to use and support Comcast products and services. Devises or modifies user content to document complex businessprocesses and system functionality. Has in-depth experience, knowledgeand skills in own discipline. Usually determines own work priorities. Acts as resource for colleagues with less experience.

Core Responsibilities:

- Partners with cross-functional teams to document user content for business processes and system functionality.

- Aligns with Order Management, Care and Tech Ops implementation stakeholders to ensure product, process and system user content aligns with business needs.

- Serves as product, process and system Subject Matter Expert for business readiness testing and training development.

- Own user content creation and maintenance

- Conduct user content reviews with stakeholders to gain alignment anddrive change management adoption

- Support Business Readiness Testing activities

- Responsible for ensuring user content is distributed and submitted for publishing

- Support user content and knowledge management special projects as needed

Tasks:

- Perform user content analysis to identify need for new, modified, archived and/or retired content for business processes and system functionality

- Create, modify and maintain content for a variety of internal/external users

- Ability to transform complex and technical information into easy to use and simple to understand user-friendly content

- Facilitate review sessions with stakeholders and users to validate and modify content as needed

- Ensure user content is understood and signed off by stakeholders and users

- Perform testing and demo recording to capture functionality (system demos, quality assurance, business readiness testing, and training)

- Post content to various repositories and submit knowledge management intakes for publishing

- Consistent exercise of independent judgment and discretion in matters of significance

- Regular, consistent and punctual attendance

- Must be able to work nights and weekends, variable schedule(s) as necessary

- Other duties and responsibilities as assigned

Minimum Job Requirements:

- Bachelor Degree or Equivalent

- Generally requires 2-5 years related experience

- Excellent written and verbal communication skills; excellent collaboration and interpersonal skills

- Knowledge and learning management experience

- Willingness to travel up to 5% of the time

Additional Job Requirements:

- Knowledge of the following methodologies: Agile, Change Management, andLean/Six Sigma

- Self-starter with the ability to manage a large volume of diverse and complex tasks

- Direct experience in fast-paced technology or new media industry required

- Excellent analytic and strategic planning skills

- Strong time management and prioritization skills with a demonstrated ability to execute against multiple projects and excel in a fast-paced, results-oriented work environment

- Ability to work with and present to all levels within the organization, including field service team members' management, cross-departmental teams, and senior leadership

Employees at all levels are expect to:

- Understand our Operating Principles; make them the guidelines for how you do your job

- Own the customer experience-think and act in ways that put our customers first, give them seamless digital options at every touchpoint, and make them promoters of our products and services

- Know your stuff-be enthusiastic learners, users and advocates of our game-changing technology, products and services, especially our digital tools and experiences

- Win as a team-make big things happen by working together and being open to new ideas

- Be an active part of the Net Promoter System-a way of working that brings more employee and customer feedback into the company-by joining huddles, making call backs and helping us elevate opportunities to do better for our customers

- Drive results and growth

- Respect and promote inclusion and diversity

- Do what's right for each other, our customers, investors and our communities

Comcast is an EOE/Veterans/Disabled/LGBT employer