Analyst-Learning & Dev

Job Description

When you join Verizon

Verizon is one of the world’s leading providers of technology and communications services, transforming the way we connect around the world. We’re a human network that reaches across the globe and works behind the scenes. We anticipate, lead, and believe that listening is where learning begins. In crisis and in celebration, we come together—lifting up our communities and striving to make an impact to move the world forward. If you’re fueled by purpose, and powered by persistence, explore a career with us. Here, you’ll discover the rigor it takes to make a difference and the fulfillment that comes with living the #NetworkLife.

The Entry Level performance support Author role makes up 70% of incoming performance support requests, maintains the integrity of the performance support tools, including Agent Assist and BOTS for the enterprise.

This role is vital to the daily strategic operation of the business ensuring the most current/relevant content is available to the users at the time of need. Key responsibilities include, handling incoming Subject Matter Expert requests (SME), stakeholdering, authoring content, maintaining assets and metadata across the enterprise.

Responsibilities:

• Responsible for authoring performance support materials including but not limited to: projects, programs, pricing, products, solutions, promos, processes, equipment

• Input and maintain all topic content into the appropriate categorization including policies, processes, procedures etc.

• Author content to align with writing and editorial style guidelines while putting the user’s needs first

• Appropriately tag content with metadata to improve content reuse

• Work with teams from all parts of the Verizon organization to author performance support content

• Designs content layout that allows users to find what they need

• Written & verbal communications with stakeholders to develop performance support content

• Assist team with content lifecycle management and other content improvement initiatives

• Design and/or load documents and references into InfoManager

• Proactive Retention requests and CMS IDs for My Offers

• Editing/Publishing based on tenure and experience

Evaluation & Measurement

• Completes TPM requests within timelines, as requested

• Handles appropriate number of TPM requests based on complexity of requests

• Follows editorial style guide with little direction, executes on feedback provided by editor

• Oversees execution and communication with the content owner and funnel lead.

• Able to independently ensure all content owner feedback is implemented and completed. Able to negotiate as needed.

Select Skills & Experience (identify required vs preferred) (aka You’ll Need to Have…)

Required

• Familiarity with CMS (Content Management Systems)

• Experience with web-based development tools

• Advanced Microsoft skills; Word, Excel, PowerPoint

• Google Sheets/Docs/Slides skills

Preferred

• Adobe Experience Manager skills preferred

• Written and verbal communication skills

• Technical writing skills

• Stakeholder Management skills

Skills:

• Time Management

• Content Development skills

• Content Development Tools

• Self Management

• Problem Solving

Where you’ll be working…

This position will be Hybrid and can be based from any valid [country location]. Hybrid w/ expectation of 3 days in office and two days work from home.

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.

Where you’ll be working

In this hybrid role, you'll have a defined work location that includes work from home and assigned office days set by your manager.

Scheduled Weekly Hours

40

Diversity and Inclusion

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.