Content Production Associate
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Whether complying with regulatory requirements or managing financial transactions, addressing a single key risk, or working toward a holistic enterprise risk management strategy, Wolters Kluwer Financial Services works with customers worldwide to help them successfully navigate regulatory complexity, optimize risk and financial performance, and manage data to support critical decisions.
Wolters Kluwer Financial Services provides risk management, compliance, finance and audit solutions that help financial organizations improve efficiency and effectiveness across their enterprise.
Wolters Kluwer Financial Services is part of Wolters Kluwer, a global leader in information services and solutions for professionals in the health, tax and accounting, risk and compliance, finance and legal sectors, headquartered in Alphen aan den Rijn, the Netherlands.
Education and Experience:
Bachelor’s degree or equivalent with 4+ years of practical experience in publishing / document production
Must have excellent verbal and written communication skills
Must be detailed oriented
Must have strong organizational skills
Must be able to work in a team environment
Proficiency with Word (working with styles, tables, macros, comparing documents, etc.)
Proficiency with XML editors, as well as general Internet knowledge.
The four main responsibilities for this position are to:
-Assist the content editor and content operations manager in the production and testing of WK content and client content. The content production associate will be the backup resource for processing content changes from the authors and applying revisions to premium customers’ P&P manuals.
-Produce and maintain the notifications, alerts and assets associated with the release of WK content updates.
-Support the development and QA teams with content-related feature development and testing.
-Act as the product team's liaison and escalation resource for the customer support group. Responsibilities are to address technical issues that customer support cannot handle, or escalate more complicated issues to the development team.
Essential Duties and Responsibilities:
-Learn the master content updating process (from acquisition from authors through conversion, testing and release) and serve as the backup resource
-Assist with premium customer content editing of manuals
-Learn the online platform
-Formatting calendars and newsletters from Word documents provided by authors into xhtml via templates
-Creating and maintaining home page notices and homepage calendar touts
-Creating customer notifications about content update releases or service interruptions and overseeing the notification distribution
-Assess and improve content creation templates and processes
-Research and maintain citation URLs in master spreadsheet for use in the automatic rule citations in our products
-Track and validate update/edit requests from premium customers; handle correspondence about the update requests
-Assist in content conversion projects
-Provide 2nd-level customer support via phone, email and Live Meetings. Drive the prompt resolution of issues by troubleshooting, monitoring status of tasks, and following issues through to completion. This may involve fixing client manual XML code
-Report and document content-related product bugs and enhancements
-Work closely with the development team to resolve customer problems.
-Assist with the creation and maintenance of Help Area documentation
-Assist with maintenance of client account information in Eloqua
-Perform QA testing on content dependent features or defect fixes for releases and periodic content updates.
Other Knowledge, Skills, Abilities, Certifications:
Proof reading experience, QA experience, knowledge of Excel