Content Production Associate
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Wolters Kluwer N.V. (AEX: WKL) is a global leader in information services and solutions for professionals in the health, tax and accounting, risk and compliance, finance and legal sectors. We help our customers make critical decisions every day by providing expert solutions that combine deep domain knowledge with specialized technology and services. Wolters Kluwer reported 2017 annual revenues of €4.4billion. The company, headquartered in Alphen aan den Rijn, the Netherlands, serves customers in over 180 countries, maintains operations in over 40 countries and employs 19,000 people worldwide. Wolters Kluwer shares are listed on Euronext Amsterdam (WKL) and are included in the AEX and Euronext 100 indices. For more information about our solutions and organization, visit www.wolterskluwer.com, follow us on Twitter, Facebook, and LinkedIn.
In our specific business unit, Wolters Kluwer Governance, Risk and Compliance we possess deep insight into the industry, providing governance, risk and compliance programs and solutions to more than 15,000 financial services organizations worldwide. More than 400 in-house experts - former regulators and compliance officers, risk analysts, lawyers and financial industry specialists – embed their knowledge and expertise in every service or solution so that financial organizations can be confident they are managing their organization's Finance, Risk and Regulation needs effectively. Despite rapidly changing industry conditions, financial organizations can rest assured knowing that Wolters Kluwer is able to invest and quickly respond to market needs, with financial stability for the long term.
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