Job Description

Your Role

The Technical Communications team, part of the Customer Experience Planning and Performance Enablement department, designs, develops, and delivers knowledge management solutions and documentation that enable the adoption of new or changing capabilities and processes for business operation needs. The Technical Communications Consultant will report to the team’s Senior Manager. In this role, you will work closely with Enterprise Learning, Customer Experience, Operations, Information Technology, and Digital teams to develop and implement knowledge solutions that support employee job readiness, onboarding, and performance optimization. In addition of using established technologies including the Service Now Knowledge Base and Virtual Agent; a key part of the role will be working to assess and support the implementation of new tools including WalkMe, Service Now Now Assist, and other AI technologies.

Your Work

In this role, you will:

• Provide technical communication solutions for high priority and highly complex projects, with limited support of Manager 
• Be responsible for creating and updating technical documentation/knowledge assets including policies & procedures 
• Lead the usage of appropriate development methodologies to ensure that the knowledge assets are relevant, readily understandable, and easily accessible 
• Lead the accuracy of knowledge assets through the creation and management of internal audit process and chair-siding with end users and experts 
• Set and manage timelines, assignments, and work plans 

Your Knowledge and Experience

• Requires a bachelor's degree or equivalent experience
• Requires at least 7 years of prior relevant experience
• Requires experience with HTML, XML, JavaScript, CSS, Adobe ELearning Suite, and/or other state of the art technologies for web learning content production and delivery
• Strong analytical and problem-solving skills
• A natural excitement and ability to learn technologies and explain technical issues to a variety of audiences, including enterprise architects, developers, and management
• Comfortable with ambiguity, self-directed but enjoys collaborating too
• ServiceNow Knowledge Base and WalkMe experience is preferred, although not required

Pay Range

The pay range for this role is: $ 96470.00 to $ 144760.00 for California.

Note

Please note that this range represents the pay range for this and many other positions at Blue Shield that fall into this pay grade. Blue Shield salaries are based on a variety of factors, including the candidate's experience, location (California, Bay area, or outside California), and current employee salaries for similar roles.

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