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Support Content Administrator

Administrative | San Francisco, CA | Full Time, Contract, and Temporary

Job Description

Support Content Administrator 626809

The Support Content Administrator is responsible for developing, maintaining and updating Support Site content. The Content Administrator works closely with product managers and QA teams to publish software images and documentation as new features or products are introduced into the market. The Content Administrator works closely with the Global Support Infrastructure teams to ensure content publishing activities align with support site design standards and future plans.

Responsibilities:

  • Publish and maintain releases (documentation and binaries) for all product lines to support site
  • Create, edit and proofread Release notes for all product releases, while ensuring that all documents meet established content standards
  • Collaborate with QA and Product Management teams to assess and resolve any technical challenges in displaying support site content
  • Support the Global Support Organization with light administration related cases and the support provider program
  • Maintain Product Upgrade Tools
  • Maintain Support documents
  • Support Welcome Guide
  • Support Handbook
  • Support Policies, Plans and Procedures
  • Ensure on-time delivery of deliverables and milestones for each release to ensure Service Level Agreements are met
  • Publish notices to the support site and manage other content changes and deployments to the support site
  • Collaborate, manage and execute customer bulk emails from Global Support: software announcements, product updates, security alerts and end-of-life announcements
  • Publish release announcements in Social Media
  • Develop and maintain support pages and navigations using content management tools and HTML
  • Develop and maintain a Release calendar for the Global Support Infrastructure team
  • Participate in content migration and system testing for changes and upgrades to content management tools, systems and infrastructure
  • Develop and maintain SharePoint page and documentation to document and support internal processes and standards
  • Develop and maintain strategic plan to migrate all product release processes to standard methodology, including new and acquired product lines.
  • Develop, document and mock-up support site enhancements and perform deployment testing
  • Create slides for team presentations
  • The Support Content Administrator will also participate in other GSI initiatives. Including some or all of the following:
    • Work with third-party developers on defect and change request resolution
    • Manage testing cycles for defect releases

Requirements:

  • Highly organized and self-motivated
  • Outstanding written and oral communication skills
  • Ability to drive projects from start to finish with minimal direct supervision
  • Demonstrated ability to work in a fast-paced environment on multiple projects and deliverables in different stages of release
  • Basic knowledge of HTML
  • Bachelor of Arts or Bachelor of Science

$44 per Hour           San Francisco, CA 94107           12 Month Assignment