We take great strides to ensure our employees have the resources to live well, be healthy, continue learning, develop skills, grow professionally and serve our local communities. We invite you to apply for a career with Blue Cross.
Please note that effective Jan. 4, 2022, Blue Cross and Blue Shield of Louisiana implemented a policy requiring any employee who enters any of our offices or who interacts in person with anyone for company business purposes to be fully vaccinated for COVID 19, unless legally entitled to a reasonable accommodation related to religious or medical exemptions. At this time, that policy is suspended and vaccination is not required to enter our facilities. Please note this is subject to change at any point in time to ensure compliance with company policy or government mandates and certain client facing roles may have separate protocols.
Residency in or relocation to Louisiana is preferred for all positions.
POSITION PURPOSE
This position’s purpose is to enable and enhance communication between technical and non-technical audiences. Primarily responsible for designing, creating, and maintaining a wide range of content assets to support knowledge management strategy and operational needs. This position supports business processes, software applications, policies, and procedures. This position ensures content accurately represents all programs, services, requirements, and standards. This position translates new features, fixes, and upgrades into content supporting the release management lifecycle, new processes, policies, and/or procedures. This position is responsible for maintaining all content online and maintaining appropriate version control practices. May oversee the work of Technical Writers.
NATURE AND SCOPE
- This role does not manage people
- This job reports to: Departmental Leadership
- Necessary Contacts: In order to effectively fulfill this position, the incumbent must develop, maintain, and be in consistent contact with: all levels of staff and leadership at BCBSLA as well as external vendors
QUALIFICATIONS
Education
- Bachelor's in English, Communications, Journalism, Information Technology, Business Administration, or a related field is required
- Master's in relevant field is preferred
- Four years of related experience can be used in lieu of a Bachelor’s degree.
Work Experience
- 4 years of technical writing experience required to include experience with documenting IT software and systems, user guides, policies and procedures, training documentation, and simulations and/or content projects required
- 2 years developing customer facing content preferred.
- 2 years knowledge management experience preferred.
- Content development or technical writing experience in healthcare payer or health care industry preferred.
- Experience with large scale documentation or content transformation projects preferred.
- Experience working effectively with a distributed team preferred.
Skills and Abilities
- Ability to collaborate with diverse stakeholders on writing assignments is required. required
- Advanced knowledge of information gathering, planning, and organizing methods and principles is required. required
- Advanced understanding of content development and presentation techniques is required. required
- Ability to grasp complex technical concepts and make them easily understandable for the target audience is required. required
- Ability to navigate ambiguity, support multiple projects, and tight, multi-faceted timelines is required. required
- Ability to manage content workflows from planning and content development, quality assurance (QA) and distribution required. preferred
- Must have exceptional written and oral communication skills along with superior attention to detail. preferred
- Experience developing knowledge content for Microsoft Dynamics, PEGA, Verint, ServiceNow, or SharePoint preferred. preferred
- Previous experience with Learning Content Management Systems or Knowledge Management Systems preferred.
- Experience with CRM applications preferred. preferred
- Programming knowledge with HTML and HTML editors preferred.
- Knowledge of process models and control frameworks such as COBIT and ITIL preferred along with general understanding of technologies that can be leveraged to solve business problems.
- Familiarity with lifecycle management methodologies and experience in applying these practices during process improvements is preferred.
- Proven analytical and creative problem-solving abilities required along with the ability to effectively prioritize and execute tasks in a multi-project environment required.
- Proficiency in the use of the Microsoft Office Suite (Word, Excel, PowerPoint) and technology-based collaboration tools (MS Teams, Zoom, WebEx, SharePoint) preferred.
- Must possess strong organizational and time management skills, ability to set priorities, and deliver results.
- Must possess effective interpersonal skills with a focus on rapport-building, listening, and interviewing multiple levels of staff and management in a team-oriented, collaborative environment.
- Must have a strong customer service mindset and commitment to the colleague experience.
- Must be highly self-motivated and directed with proven ability to follow directions and execute assigned tasks.
Licenses and Certifications
- Certification in Knowledge Management is preferred.
ACCOUNTABILITIES AND ESSENTIAL FUNCTIONS
- Plans, designs, and writes a wide range of content assets to support knowledge management strategy and operational needs.
- Analyzes project requirements to determine types of documents needed and ensures optimal document design to achieve consistency of document quality and maximum usability, accessibility, and retrievability.
- Independently gathers information from experts and management working closely with various departments to understand requirements, interpret technical and operational information, develop requested deliverables according to established deadlines, and obtain appropriate reviews and approvals.
- Coordinates with subject matter experts to ensure content accurately represents all programs, services, requirements, and standards.
- Transforms assets to create unified and consistent knowledge content.
- Translates policy and procedure information into customer facing knowledge content.
- Triages urgent or escalated content needs by working collaboratively with management, quality, and subject matter experts.
- Ensures on going accuracy and relevance of content by working with subject matter experts and management to review content based on set review schedule.
- Ensures content development adheres to style guidelines and standards including use of the correct content type, template, and workflow necessary for approval.
- Establishes and implements a change management communication process to ensure that stakeholders always understand and have access to the latest changes to system, processes or procedures.
- Develops project plans and timelines for content initiatives to ensure timely delivery of assets.
- Participates in the communication and maintenance of style standards, and provides training where required.
Additional Accountabilities and Essential Functions
The Physical Demands described here are representative of those that must be met by an employee to successfully perform the Accountabilities and Essential Functions of the job. Reasonable accommodations may be made to enable an individual with disabilities to perform the essential functions
- Perform other job-related duties as assigned, within your scope of responsibilities.
- Job duties are performed in a normal and clean office environment with normal noise levels.
- Work is predominately done while standing or sitting.
- The ability to comprehend, document, calculate, visualize, and analyze are required.
\#LI_CB1
An Equal Opportunity Employer
All BCBSLA EMPLOYEES please apply through Workday Careers.
PLEASE USE A WEB BROWSER OTHER THAN INTERNET EXPLORER IF YOU ENCOUNTER ISSUES (CHROME, FIREFOX, SAFARI)
Additional Information
Please be sure to monitor your email frequently for communications you may receive during the recruiting process. Due to the high volume of applications we receive, only those most qualified will be contacted. To monitor the status of your application, please visit the "My Applications" section in the Candidate Home section of your Workday account.
If you are an individual with a disability and require a reasonable accommodation to complete an application, please contact [email protected] for assistance.
In support of our mission to improve the health and lives of Louisianians, Blue Cross encourages the good health of its employees and visitors. We want to ensure that our employees have a work environment that will optimize personal health and well-being. Due to the acknowledged hazards from exposure to environmental tobacco smoke, and in order to promote good health, our company properties are smoke and tobacco free.
Blue Cross and Blue Shield of Louisiana performs background and pre-employment drug screening after an offer has been extended and prior to hire for all positions. As part of this process records may be verified and information checked with agencies including but not limited to the Social Security Administration, criminal courts, federal, state, and county repositories of criminal records, Department of Motor Vehicles and credit bureaus. Pursuant with sec 1033 of the Violent Crime Control and Law Enforcement Act of 1994, individuals who have been convicted of a felony crime involving dishonesty or breach of trust are prohibited from working in the insurance industry unless they obtain written consent from their state insurance commissioner.
Additionally, Blue Cross and Blue Shield of Louisiana is a Drug Free Workplace. A pre-employment drug screen will be required and any offer is contingent upon satisfactory drug testing results.
JOB CATEGORY: Creative & Design
