Knowledge and Content Management Specialist

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**What We'll Bring**:
At TransUnion, we have a welcoming and energetic environment that encourages collaboration and innovation. We are consistently exploring new technologies and tools to be agile. This environment gives our people the opportunity to hone current skills and build new capabilities, while discovering their genius.

Come be a part of our team - you’ll work with great people, pioneering products and cutting-edge technology.

This is a remote position which may require occasional in-person attendance at work-related events at the discretion of

management

**What You'll Bring**:
**Requirements**:

- Highest level of formal schooling for the specific region (High School diploma).
- 1 - 3 years of Content Writing experience
- Excellent written and verbal communication skills English/Spanish
- Great organizational skills and attention to detail
- Ability to prioritize your day including time management and flexibility with tasks.
- Be able to self-motivate and take onus of job responsibilities.
- Possess some HTML and JavaScript skills.

**Responsibilities**:

- Optimize the current knowledge base utilized by operations using modern methodology and techniques.
- Perform ongoing keyword discovery, expansion and optimization
- Provide recommendations for changes to the knowledge base, including content, linking and other factors, to improve efficiency and searchability of the information
- Identify trends, patterns and pain points for the agent experience with the knowledge base preferably using resources such as Google Analytics or any other resource that may become available.
- Adjust content/knowledge articles and search criteria based on trends to allow for efficient use of the knowledge base by all agents
- Design and develop clear and easily consumable knowledge articles to ensure business unit compliance with company policies and federal/state laws
-Be able to self-manage and prioritize personal workload.
- Be able to identify potential roadblocks and provide alternate solutions

**Impact You'll Make**:

- Develops, edits and publishes content within company brand guidelines and ensures messaging aligns with all channels such as websites and products.
- Generates innovative ideas for content and workflow solutions, while working both independently and collaboratively as part of a team.
- Has a proven track record disseminating clear process documentation and related communications to ensure business unit compliance with company policies and federal/state laws. Ensures all associates have current process documentation by utilizing change management methodology to allow for accurate version control. Tracks changes for record-keeping purposes along with regulatory or compliance requests. Maintains inventory of process documentation to track distribution and assures legal/compliance approval and consistency throughout all centers. Coordinates with process owners to prevent unauthorized development and implementation of unapproved documentation. Plans and seeks out process improvements and incorporates them into process documentation.
- Proactively assesses internal documentation processes and looks for ways to increase and support new content efficiencies and reduce costs.
- Demonstrates ability to implement streamlined processes from beginning to end with mínimal support from direct manager.
- Creates and maintains content in the knowledge management system in a timely manner to ensure all agents have the most accurate and up to date information. Ensures current help site features such as the glossary and tool tips are utilized and maintained. This includes any additional features that may be implemented in the future.
- Keeps management and internal customers informed about progress, problems and activities related to process documentation and the knowledge management system. Builds partnerships/relationships through negotiation with all internal customers to ensure documentation meets needs and objectives. Performs periodic tests of the documentation to determine if modification is required.
- Takes action to narrows site gaps by monitoring KPIs for reporting based on analysis of current content performance and creating dashboards using Google Analytics.
- Works with process owners to analyze the effectiveness of process documentation and implements changes as needed.
- Participates in consumer Operations projects as needed.
- Performs other related duties as assigned.

TransUnion Job Title

Specialist I, Consumer Training and Policy Development