Global Publisher/Editor

Global Publisher is part of the Knowledge Management (KM) team and is primarily responsible for developing and maintaining the Publishing Track. The publisher/editor will need to edit, format, approve/reject and manage workflows according to content Governance and have a strong command of the English language. This role is also responsible for creating/delivering support platform related trainings, promotion/adoption, reporting and following through with any issues related to the tool/platform.

RESPONSIBILITIES:
• To ensure global consistency of the content in our support platform, the Publisher must maintain relationships with the Content Owners (Authors). Proactively work with the Global Content Leads to identify gaps and trends in content management that may affect the user experience. Utilizing metrics to drive engagement is a key component in influencing high quality content creation. The job description summarizes key responsibilities, but is not all inclusive - as participation in projects will be required as deemed necessary by management based on business needs.
• The Knowledge Management (KM) Team creates a welcoming environment and puts a high focus on employee development.
• Project work related to various tracks within the KM Team including, but not limited to:
• Training, such as Content Owner/Agent Training for the Employee Services pillar with possible future expansion outside Employee Services (ES)
• Policy/Communications track (creation of monthly Newsletter, hosting weekly meetings, actioning on outcomes from meetings)
• Create/maintain collaborative space for the team and Content Owners
• Manage content clean-up efforts and updates often affecting large amounts of content
• Publish accurate and high quality content based on the established governance in collaboration with the Content Owner (Authors), and Leads
• Verify drafted articles are written using the same brand language, look and feel of similar content - paying close attention to duplicate content submissions
• Make recommendations to content owners based on best practices for to improve user experience/content consumption to enhance the engagement and encourage self-service (drives case deflection)
• Works in partnership with Knowledge Management (KM) Governance Lead in keeping the content governance documents up-to-date within the proper shared space.
• Accountable & responsible for delivering training for new/refresher Content Owners/Authors, Life Cycle Leads & Service Owners in partnership with Global Content Leads.
• Own and maintain the integrity of training materials related to use of the tool/platform
• Identifies and reports on compliance trends seen during the review of content owner article submissions to Global Content Leads and KM Governance Lead for training opportunities
• Manage the Global Publisher inbox according to appropriate priority definitions and service level agreements (SLAs)
• Participate in Tool related cyclical audits as initiated by the Governance Lead to ensure the integrity of the service delivery
Administer Content for certain categories based on business needs

SKILLS REQUIRED:
• Attention to detail, quality-focused, and active listening skills
• Global mindset in a fast-paced environment with minimal direct supervision
• Ensure proper English grammar and formatting standards to enable effective content delivery
• Effective Time Management & Prioritization
• Ability to utilize metrics to inform quality content creation and to provide insights to key stakeholders
• Presentation/Facilitation of small to medium meetings and trainings
• Demonstrates sound judgment knows when and where to escalate and/or pull in the appropriate resource(s) to address any issues that may arise
• Exercises Influence for quality content to adhere to governance/business requirements
• Works collaboratively with internal/external stakeholders
• Proficient in Microsoft Office Suite with intermediate Excel skills. Some HTML knowledge helpful, but not required.

WE OFFER:

• Full-time job with attractive salary based on B2B/ Contract of employment
• Multicultural working environment
• Possibility of changing position, department, gaining new knowledge and experience
• Internal trainings, coaching, mentoring
• Access to e-learning platform
• Working in Cisco Office with Two cafeterias, Summer gardens, Outdoor Ping Pong table, Xbox games and board games in creativity rooms, Massage chairs, Table football and more
• Remote work possible