Content Developer

The Content Developer is an exciting opportunity for someone who enjoys collaborating and effectively communicating processes to end users. This individual will serve as a liaison between the business, development, content development team, and end-users. This incumbent will support business initiatives by effectively communicating processes surrounding store operations and technology.

This individual will also be responsible for: 1. overseeing and creating technical, training, and reference documentation, 2. Integrating documentation into the policy manual, job aids, video training, release notes, learning and development modules, and other content repositories, and 3. Developing technical communication campaigns to the field, HQ management, and other end-users. The incumbent will be responsible for maintaining a high standard of consistency and efficacy across the abundance of documentation and communications channels along with acting as a point of contact for in depth knowledge of store and organizational operations.

Strategy & Planning

• Work with business stakeholders and provide opportunity for team members to establish relationships with business stakeholders, to ensure system functionality facilitates their goals.
• Lead team efforts to ensure system functions provide transparency of data and process. Work with audit, loss prevention, and the business to identify review requirements and steps and document these on the audit scorecard, as required.
• Liaise between technical and non-technical users to ensure all parties understand all technical and business requirements.
• Partner with UX to provide recommendations on development to make apps easier to use, reducing the need for instruction and training.
• Liaise between business units, content development, technology teams, and support teams.
• Confer with internal teams to establish communications and documentation requirements.
• Mentor team to study systems, notes, and other data pertinent to operations.
• Conduct QA tests to prove out function and usability.
• Review manufacturer trade catalogs, drawings, and other data related to operation, maintenance, and service of hardware and equipment.
• Contribute to lifecycle management strategy for all content.
• Conduct demonstrations, presentations, and trainings to business stakeholders, end users, and team members.

Development & Deployment

• Assist UX and Change Management in the design, planning, testing, and implementation of POS functionality and other company specific applications.
• Partner with UX to advocate for and represent end-users by proposing and implementing initiatives to help guide POS design.
• Oversee and write straight-forward interface text to be integrated into apps.
• Facilitate the development and execution of communications and training plans for new functionality.
• Oversee and create effective communications and content according to departmental standards.
• Develop and maintain content in Madcap for publication to both print and online outputs, including reference guides, one-sheeters, policy and procedure manual, in-app help, story boards.
• Mentor fellow team members on following departmental standards to create content in MadCap, maintaining homepages, skins, masterpages, page layouts, indices, JS function, and search tools.
• Utilize a variety of media forms to appropriately communicate including documentation, charts, graphics, diagrams, images, and video.
• Train team on drafting business requirements to inform developers and business stakeholders of user types, requested changes, and acceptance criteria.
• Oversee the creation of instructions and images to detail how hardware and devices are to be assembled, modified, maintained, and/or used.
• Perform functional and regression testing on all content.
• Occasionally arrange to distribute print material, including hosting content on OrderExpress.
• Lead team efforts to script, record, edit, and publish video content.
• Support learning and development by writing, scripting, and editing training modules for system operations.
• Facilitate a continuous review of content with team members and business stakeholders to maintain currency and relevancy. Recommend and execute revisions, changes in scope, format, content, and publication output.
• Oversee the maintenance of a comprehensive terminology dictionary.

Operational Management & Optimization

• Lead team efforts to create and maintain documentation according to set standards regarding order, clarity, conciseness, formatting, and style supporting single-source development for multiple outputs.
• Oversee the maintenance record of work revisions in GitHub compliant with versioning standards.
• Analyze evolving business processes and system functions to determine the need for new or revised material.
• Facilitate team reviews of published materials and recommend revisions to scope, content, and publication method.
• Review and test functionality, performance, and cross-browser compatibility from all digital outputs on all store devices.
• Conduct walk-throughs and tests of new application development to evaluate user experience and achievement of business request.
• Follow up with end-users and business stakeholders to ensure projects were implemented successfully.
• Act as a SME and mentor team members to assist support groups (SCO, GSD) with end-user problem resolution.
• Facilitate the documentation and communication of technical issues and workarounds.
• Train and mentor other team members as applicable.

Support & Outreach

• Collaborate with business stakeholders, IT, and Learning & Development to provide communications, documentation, self-serve reference tools, and learning resources.
• Provide guidance and expert advice to business stakeholders and IT development to simplify process flow and user experience.
• Utilize users as an active part of the development process, gathering on-going feedback to improve deliverables, systems, and supporting documentation / reference tools. Host focus groups and conduct surveys, demos, and live events.
• Support the pilot process by identifying pilot stores, creating communications and documentation, training support staff, and gathering feedback.
• Use feedback to update and improve content.
• Provide second-level support to SCO helpdesk to address system process, UI, and business questions.

Incidental Functions

• Occasional travel to retail and field management locations to perform research, training, and support.
• Occasional travel to meetings, seminars, and conferences.
• Assist in the conversion of extempore manuals and documentation into the Madcap platform.
• Occasional after-hours and weekend support for system rollouts.
• Serve as 2^nd-level support for the SCO HelpDesk and GSD to address business concerns and technical process questions.
• Resolve or facilitate resolution of issues submitted to the Methods queue.
• Serve as a subject matter expert and key resource for continuous improvement projects.
• Train and mentor other team members as applicable
• Some travel may be required.
• Work outside the standard office 7.5-hour workday may be required.

This position is not eligible for sponsorship for work authorization now or in the future, including conversion to H1-B visa.

This position has a hybrid work schedule with three days in the office and the option for working remotely two days.

Job duties include contact with other employees and access confidential and proprietary information and/or other items of value, and such access may be supervised or unsupervised. The
Company therefore has determined that a review of criminal history is necessary to protect the business and its operations and reputation and is necessary to protect the safety of the Company's staff, employees, and business relationships.

Formal Education & Certification

• Bachelor's Degree (or foreign equivalent) in [Business administration or the Information Technology field] or in lieu of a degree, at least 3 years of experience in the field of Information Technology or Business

Knowledge & Experience

Required

• 2+ years of IT or Business experience.
• 1+ years of experience creating technical, training and reference documentation.
• Experience implementing IT solutions.
• Proven experience taking complex, technical information and translating it for colleagues and users who have nontechnical backgrounds.

Preferred

• MBA or other Postgraduate work.
• SW store management/stores support experience.
• Information mapping and design skills.
• Familiarity with the SDLC and general software development.
• Knowledge of usability heuristics for UI and website design.
• Technical writing / software documentation experience.
• Fundamental understanding of web publishing and web servers.
• Hands-on experience developing and executing test cases and test plans.
• Customer service or help desk service experience.
• Lean or Six Sigma training / certification.
• Knowledge of InfoMapping methodology.
• Madcap AMS Professional Suite.
• MS365 familiarity.
• CSS3 / CSS5.
• CSS Frameworks - Foundation for Sites a plus.
• HTML / HTML5 / XML.
• AMS / CMS configuration.
• Basic Adobe Creative Suite knowledge.

Personal Attributes

• Attentive to detail.
• Strong analytical, conceptual, and problem-solving abilities.
• Ability to understand a procedure or product from various perspectives, including technical, business, and end-user.
• Ability to interpret complex information and simplify it for others.
• Creativity to design and develop new ideas to meet user expectations and address system use and flow problems.
• Excellent active listening skills- gives full attention to what other people are saying and takes time to ask questions to increase understanding.
• Strong social perceptiveness--being aware of others' reactions and trying to understand why they react as they do.
• Orientation to service and helping others through work.
• Ability to establish and maintain constructive and cooperative working relationships.
• Ability to work in a team-oriented, collaborative environment.
• Ability to work autonomously.
• Able to prioritize and accomplish goals in a high-pressure environment.
• Ability to work effectively in a multi-cultural environment.
• Investment in keeping technical skill set up-to-date and applying new knowledge and methods to work.
• Engagement in continuous assessment of yourself and your team with the goal to improve personal and team performance and outcomes.
• Strong commitment to inclusion and diversity
• Ability to evaluate potential outcomes and choose solutions that foster current and future benefits.