- Pay Rate: $45-52/hr
- HYBRID-onsite 3 days, 2 days remote
CX Communications and Service Content (45%):
• Develop and deliver communications that support service delivery and operational needs across the university
• Translate service changes, new capabilities, and updated processes into clear, user-focused messages
• Plan and create content that helps students and other community members understand available services, how they work, and how to get help
• Support communications for both student-facing and administrative services
• Partner with service owners and CX teams to ensure content reflects service intent and user needs
Knowledge Management and Content Alignment (35%):
• Create, edit, and maintain knowledge content that supports consistent service experiences across domains
• Contribute to shared standards for knowledge structure, voice, and quality
• Support knowledge used in the ServiceNow platform and unified Service Hub, and AI-powered features that rely on accurate, well-written content
• Work with partners across the university to align distributed knowledge with common practices
• Help ensure knowledge content is clear, accessible, inclusive, and kept up to date
Strategic Collaboration and Continuous Improvement (20%):
• Collaborate with CX leaders, ITS colleagues, and operational partners across the institution
• Consult and advise teams on content and communication approaches that improve service clarity and adoption
• Use feedback and service insights to improve content effectiveness over time
• Stay current on trends in customer experience, service communications, and knowledge practices
• Use AI tools to support drafting, editing, research, and content improvement while applying strong human judgment
Required:
- AI and digital fluency, including comfort using AI tools to support drafting, editing, research, and content refinement, with strong human judgment around accuracy, tone, and usability
- Excellent writing and editing skills, with the ability to translate complex service or technical information into clear, user-centered communications
- Service-minded, ideally with some knowledge management or service content experience (e.g., help articles, service portals, self-service environments)
- Strong collaboration and stakeholder-management skills; comfortable working across teams and disciplines
- Organized, adaptable, and thoughtful about clarity, consistency, and audience needs
- This is a unique opportunity to support our client; one of the region’s notable universities. Medical benefits and 401K are available.
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Recruiter: Lisa Hughes
Estimated Min Rate: $45.00
Estimated Max Rate: $52.00
What’s In It for You?
We welcome you to be a part of the largest and legendary global staffing companies to meet your career aspirations. Yoh’s network of client companies has been employing professionals like you for over 65 years in the U.S., UK and Canada. Join Yoh’s extensive talent community that will provide you with access to Yoh’s vast network of opportunities and gain access to this exclusive opportunity available to you. Benefit eligibility is in accordance with applicable laws and client requirements. Benefits include:
- Medical, Prescription, Dental & Vision Benefits (for employees working 20+ hours per week)
- Health Savings Account (HSA) (for employees working 20+ hours per week)
- Life & Disability Insurance (for employees working 20+ hours per week)
- MetLife Voluntary Benefits
- Employee Assistance Program (EAP)
- 401K Retirement Savings Plan
- Direct Deposit & weekly epayroll
- Referral Bonus Programs
- Certification and training opportunities
Note: Any pay ranges displayed are estimations. Actual pay is determined by an applicant's experience, technical expertise, and other qualifications as listed in the job description. All qualified applicants are welcome to apply.
Yoh, a Day & Zimmermann company, 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.
Visit https://www.yoh.com/applicants-with-disabilities to contact us if you are an individual with a disability and require accommodation in the application process.
For California applicants, qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. All of the material job duties described in this posting are job duties for which a criminal history may have a direct, adverse, and negative relationship potentially resulting in the withdrawal of a conditional offer of employment.
It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
By applying and submitting your resume, you authorize Yoh to review and reformat your resume to meet Yoh’s hiring clients’ preferences. To learn more about Yoh’s privacy practices, please see our Candidate Privacy Notice: https://www.yoh.com/privacy-notice
