Content Developer Lead Analyst - Knowledge Management

Education:

• College degree in education, communications, technical writing, library science, or other social science field, or 2+ years' experience with learning and content delivery supporting operational business

Experience:

• Minimum 2 years of experience in Knowledge Management, technical writing, training, coaching or other type of business supporting role

Mandatory Skills:

• Minimum 2 years of experience in Knowledge Management, technical writing, training, coaching or other type of business supporting role

• Hands-on experience or strong exposure to Agentic Learning, with the ability to create knowledge assets optimized for both human understanding and AI consumption

• Strong understanding of Knowledge Management & Technical Writing practices (KCS methodology) and its application in service environments.

• Excellent communication skills (verbal and written) and ability to tailor content for diverse audiences.

• Willingness to obtain certifications in knowledge management or technical writing (e.g., Knowledge Centered Service (KCS), ILT or other service management frameworks.)

• Experience with use of knowledge content systems and/or digital repositories

• Project management and change management experience.

• College degree in education, communications, technical writing, library science, or other social science field, or 2+ years' experience with learning and content delivery supporting operational business

Preferred Skills:

• Ability to manage multiple priorities in a fast-paced environment and work independently or in a team.

• Requires strong consulting and relationship-building skills

• Ability to lead, persuade, and influence

• Advanced problem-solving skills

• Ability to deal with ambiguity, embrace change, and help others to see it as an opportunity while staying focused on goals

• Successful experience working remotely, utilizing virtual meeting and collaboration tools

Roles & Responsibilities:

DUTIES & RESPONSIBILITIES:
An effective Knowledge Management (KM) strategy enables Cigna to provide exceptional experiences through digital and live channels. The role of the Knowledge Author Lead is to deliver quality knowledge articles in accordance with standard guidelines of Knowledge Management & Technical Writing practices uploaded into a central content management repository. The Knowledge Author Lead will play a critical role in capturing, structuring and maintaining knowledge content by facilitating conversations with business partners to understand the content needs and deliver the most appropriate solution to meet the knowledge needs.  The Knowledge Author Lead will ensure that knowledge is created as a by-product of solving issues, is reused effectively, and evolves based on demand and usage.
CRO: Create and improve knowledge content for the Coverage Review Operations (CRO) organization aligned to the team's knowledge management strategy.
CSO: Creation of knowledge management content, for the Contact Center within the Service Operations aligned to the team's knowledge management strategy.

Principal Responsibilities
Support KM initiatives and goals by:
Creation and Maintenance of Knowledge Articles:

• Writing clear and concise content for a variety of audiences

• Creating and publishing high-quality knowledge articles following Knowledge Management & Technical Writing practice standards

• Improving existing knowledge articles

Application of Knowledge Management & Technical Writing Practices:

• Identifying improvements within content creation, content delivery, and overall content workflow processes

• Ensuring knowledge is captured in the workflow, structured for reuse, evolves based on demand and usage and is findable through KX GenAI technology

Adherence to Content Quality and Governance:

• Determining the best approach for knowledge capture and sharing

• Monitoring article usage, feedback, and performance metrics; participating in quality reviews and lifecycle management

• Reinforcing how knowledge management practices can deliver increased value and improve the service experience

Knowledge System Management:

• Utilizing enterprise knowledge platforms (e.g., KnowledgeXchange) and apply metadata, tagging, and linking strategies for findability.

Managing large-scale projects and working closely with multiple business areas and Subject Matter Experts (SMEs)
Prioritize knowledge requests to deliver value and respond to key service targets.

• Establish and maintain effective partnerships with business operations and support teams to understand business needs, their content objectives, and priorities.

• Collaborate with SME’s and instructional designers to ensure alignment of knowledge and training content with business needs.

General Safety and Security

• Protects the organization’s assets by upholding the principles of the Quality Information Security Management System (QISMS).

• Ensures confidentiality, integrity, and availability of information critical to fulfilling the organization’s business functions.