Job Description

Job Title: Knowledge Curators

Job Location: Toronto, ON (Hybrid)

Mode: Contract

Job Description:

English Knowledge Curators (Technical Writer)

Works to identify knowledge gaps, find appropriate subject matter experts, and rephrase their knowledge from technical terms to simplified language for all skill levels to understand. In addition, works to continually ensure knowledge articles are current and accurate.

Job Description

• Works collaboratively with business/group and stakeholders to assess communications needs, recommend communications plans & solutions, secure necessary approvals, and create/deliver communication solutions that effectively support and address communications needs. Sources content and feedback, assesses information and translates thoughts into effective communications solutions. Delivers high quality communications solutions that target audiences can easily access, understand and action that are alignment with company standards.
• Makes recommendations and /or assists in solving problems to ensure communication solutions are implemented.
• Participates in communication strategy development.
• Identifies and liaises with the stakeholders about opportunities for communications to other groups to increase communication effectiveness and alignment.
• Supports business/group change management activities from a communications perspective.
• Provides assistance or may lead planning, development and execution of events and conferences (as required)
• Reviews progress to plans and escalates complaints, issues and concerns.
• Recommends, develops and executes communication plans and solutions based on an understanding of the business strategy and stakeholder needs, and in alignment with an overarching communication strategy.
• Provides communications advice and guidance to assigned business/group, on communication principles/programs/approaches, on effective ways to communicate (e.g. message development, vehicle selection, etc.), and on implementation of solutions.
• Proactively collaborates with internal and external stakeholders to provide business context in the design, development and implementation of communication solutions.
• Reviews material to ensure it complies with relevant quality standards, including translation requirements.
• Recommends improvements, changes, additions or deletions of communication content and coordinates with partners to ensure content is up-to-date and relevant.
• Remains alert to new trends, tools (i.e. ServiceNow) and methods of communication, and makes recommendations on their application.
• Builds effective relationships with internal/external stakeholders and ensures alignment between stakeholders.
• Actively looks for opportunities for continuous improvement of communications processes and procedures, and participates/leads communications continuous improvement initiatives.
• Addresses feedback by contacting commenter to get additional information, contacting SME, then updating the article.
• Maintain article rating of four stars or higher
• Retiring articles when no longer needed
• Identifies gaps in Virtual Agent and works to get them filled
• Reviews Virtual Agent conversations to identify knowledge gaps

Qualifications

• Typically between 4 - 6 years of relevant experience and post-secondary degree in Communications, Public Relations, Journalism or a related field of study or an equivalent combination of education and experience.
• Strong writing and editing skills.
• Uses a straight-talk and story-telling approach for communications.
• Ability to take technical and complex information and distill it to key messages that make sense for the audience.
• Technical proficiency gained through education and/or business experience.
• Verbal & written communication skills - In-depth.
• Collaboration & team skills - In-depth.
• Analytical and problem solving skills - In-depth.
• Influence skills - In-depth.
• Data driven decision making - In-depth.
• Knowledge of SharePoint and Microsoft 365 technologies
• Familiarity with a variety of authoring tools

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