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The Technical Author - Consultant Instructional Designer is responsible for authoring, evaluating and managing internal performance support content that provides our front-end teams with the information they need to reference on the job at Verizon Connect. You will be working independently to complete requests and projects (new content, modifications etc.) and working with peers and stakeholders. This role is vital to the daily strategic operation of the business, ensuring the most current and relevant content is available to users at the time of need.
Authoring performance support materials that provide information to frontline and backend Verizon Connect teams including products and features, hardware guides, sales processes, service processes, troubleshooting, policies and other internal guides.
Inputting and maintaining all content in the appropriate location in the site hierarchy.
Appropriately tagging content with metadata to improve search/findability.
Collaborating with stakeholders to develop performance support content.
Designing content layout that allows users to find what they need.
Creating content to align with writing and editorial style guidelines while putting the user’s needs first.
Circulating draft reviews to appropriate stakeholders and incorporate feedback.
Editing and publishing content to meet business timelines.
Managing the end-to-end process for content development in support of go-to-market Product launch projects and other business initiatives for Sales and Service teams.
Managing project based deadlines, identifying milestones, tasks, deliverables and ensuring the quality of work.
Attending and leading meetings with a wide variety of audiences while negotiating and gaining agreement on deliverables.
Collaborating with L&D peers on training content design projects.
Review and complete suggested changes based on user feedback, collaborating with content owners.
Completing stakeholder requests within timelines.
Overseeing execution and communication with the content owner and impacted stakeholders.
In this hybrid role, you'll have a defined work location that includes work from home and assigned office days set by your manager.
You’ll need to have:
Bachelor degree, or equivalent or relevant experience.
Fluency in English.
Even better if you have one or more of the following:
Familiarity with CMS (Content Management Systems).
Experience with web-based development tools.
Advanced Microsoft skills; Word, Excel, PowerPoint.
Google Sheets/Docs/Slides skills.
Written and verbal communication skills.
Technical writing skills and understanding of content modelling and metadata.
Stakeholder management skills
Basic HTML editing skills
Experience with project management
Experience writing content for Support or Sales teams
If Verizon and this role sound like a fit for you, we encourage you to apply even if you don’t meet every “even better” qualification listed above.
We’re proud to be an equal opportunity employer. At Verizon, we know that diversity makes us stronger. We are committed to a collaborative, inclusive environment that encourages authenticity and fosters a sense of belonging. We strive for everyone to feel valued, connected, and empowered to reach their potential and contribute their best. Check out our diversity and inclusion page to learn more.
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