Knowledge Content Editor

Cleveland Clinic - Cleveland, OH (30+ days ago)4.0


The knowledge Content Editor is responsible for developing and maintaining support documentation (knowledgebase articles, reference materials, procedural documentation, etc..) for the ITD Service Management Organization.

Functions as liaison and as administrative, technical or operational resource. Assists Director with projects and daily tasks. Coordinates policy evaluation and implementation. Identifies operational improvement opportunities to create efficient workplace. Develops communications, databases and budgets. Leads projects or major initiatives.

Responsibilities:
Functions as liaison and as administrative, technical or operational resource. Leads or coordinates multiple complex projects, major initiatives or policy implementations.
Updates, monitors and manages databases.
Develops scorecards and milestones to track progress. Analyzes project improvement and progress.
Resolves and reports discrepancies and variances.
Acts as liaison with committees, employees and vendors.
Facilitates project prioritization and implementation.
Assists with scheduling, coordination, preparation and communication of meetings.
Facilitates and attends meetings; records key outcomes.
Identifies key milestones and deadlines.
Proactively communicates project status and requirements to achieve results.
Researches, analyzes and organizes information for presentations.
Develops interdepartmental education programs.
Assists with department orientation and training.
Other duties as assigned.

Additional responsibilities for this role:
Facilitates knowledge review sessions with IT technical teams
Creates, reviews, edits and publishes knowledge articles to be used by the IT organization
Manage and review knowledge feedback submissions
Acts as liaison between ITD Service Desk, IT Support Partners, vendors and caregivers.
Facilitates and attends meetings; records key outcomes.
Identifies key milestones and deadlines.

Education:
Bachelor's Degree in Business Administration, Finance, Communications, Healthcare Administration or related field required.
Additional progressively responsible experience may offset degree requirement.

Certifications:
For Information Technology Division caregivers, ITIL Foundations certification is required within 6 months of position start date.

Complexity of Work:
Requires multi-tasking, critical thinking skills, decisive judgment and the ability to work with minimal supervision in highly interactive team environment.
Must be able to take appropriate action in a stressful environment.

Work Experience:
A minimum of five years administrative, financial or project management experience.
Healthcare experience preferred.
Knowledge of project management and computer practices preferred.
Strong computer skills and experience with software applications.
Solid communication and customer service skills.
Experience in a leadership or supervisory role preferred.

Preferred qualifications and certifications:
Two years of documentation/technical writing experience strongly preferred.
Experience with content management systems and/or knowledge management software preferred.
Previous experience with KCS management practices.
Previous Service Desk experience is preferred.
Previous Healthcare experience including Epic preferred.
Strong computer skills and experience with software applications.
Solid communication and customer service skills.
KCS (Knowledge Centered Support) certification preferred

Physical Requirements:
High degree dexterity to operate office equipment and personal computer.
May require extended periods of sitting and frequent standing.
Good visual acuity through normal or corrected vision.

Personal Protective Equipment:
Follows standard precautions using personal protective equipment as required.
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The policy of Cleveland Clinic and its system hospitals (Cleveland Clinic) is to provide equal opportunity to all of our employees and applicants for employment in our tobacco free and drug free environment. All offers of employment are followed by testing for controlled substance and nicotine. Job offers will be rescinded for candidates for employment who test positive for nicotine. Candidates for employment who are impacted by Cleveland Clinic’s Smoking Policy will be permitted to reapply for open positions after 90 days. Decisions concerning employment, transfers and promotions are made upon the basis of the best qualified candidate without regard to color, race, religion, national origin, age, sex, sexual orientation, marital status, ancestry, status as a disabled or Vietnam era veteran or any other characteristic protected by law. Information provided on this application may be shared with any Cleveland Clinic facility.

Cleveland Clinic is pleased to be an equal employment employer: Women/Minorities/Veterans/Individuals with Disabilities