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Reference # : 19-235280 Title : Business Process Specialist
Location : Boulder, CO
Position Type : Contract
Experience Level : Start Date / End Date : 07/22/2019 / 07/21/2020  

Do something big and innovative! Stretch your creative muscles and work on big issues.  Since 1989, we have developed technology environments, applications, and tools by providing experienced teams to implement, enhance, and maintain our clients’ essential systems and applications.  Come join the Tech-pro team!
Requisition: G-REQ-00213971
Work Location: Boulder, CO 80301
Title: Business Process Specialist

The gTech Users and Products (gUP) Team empowers users of the company's new and emerging products. Critical to our efforts is creating 1-to-many support documentation, for example writing and maintaining content for help centers and internal knowledge bases. As part of the gUP Content Team, you'll coordinate with a team of writers to document product information for a variety of audiences; these audiences include both external Google users and the internal agents who provide the users with 1-on-1 support via phone, email, chat, and social channels. The content creation you project manage includes information about onboarding, processes, troubleshooting, FAQs, and more. Looking across the multi-product content corpus, you'll use metrics to identify areas of opportunity for increasing user comprehension, product adoption, and issue resolution. Along the way, you'll align multiple stakeholders' perspectives and create seamless, integrated deliverables. This is an individual contributor role requiring project management, delegation, problem-solving, business sense, and editorial experience. Success in this role requires experience planning documentation and coordinating production, online content development/management, and project management.

  • Work closely with Content Strategists and other subject matter experts to assess production needs, schedules, and success metrics
  • Be the platform expert for the company content management (CMS) and publishing tools / platforms
  • Collaborate with writers to produce excellent content - e.g. coach their efforts, QA their work, and jump into projects yourself as needed
  • Integrate feedback from a number of stakeholders and varying perspectives to create a cohesive, partner-focused end product
  • Spot operational patterns to continuously improve our processes
Mandatory Requirements
  • BA/BS degree in English, Communications, or related field or equivalent practical experience
  • 2+ years of experience in content production / management, service operations, and/or web development
  • Proven ability to manage multiple assignments simultaneously, work independently, and drive projects to completion with minimum guidance and high attention to detail
  • Ability to influence others and excellent written and verbal communication skills, including presentation writing and delivery
  • Strong team player with the ability to multi-task and work in a fast-changing environment
Nice to have
  • Experience working with engineering and product management teams as part of the software development process