Learning & Development Content Manager

Equifax is where you can power your possible. If you want to achieve your true potential, chart new paths, develop new skills, collaborate with bright minds, and make a meaningful impact, we want to hear from you.

Equifax Workforce Solutions is hiring a Content Manager for its St. Louis-based L&D team! The Content Manager will collaborate with business leaders to develop workflow processes to create, update and maintain knowledge articles in support of Equifax contact center agent phone and email customer service functions and Equifax customer self-service capabilities. This role will shape content development and maintenance strategies and leverage proven best practices in order to increase consumer, agent, and team member comprehension. The Content Manager will develop learning resources for face-to-face or hybrid training programs including eLearning and microlearning. The content manager will provide quality assurance and principal review for learning resources including articles and email functions. They will analyze data for trends in usage and business needs and provide reporting and collaborate with leadership to improve department processes.

What you’ll do

• Work with QA, operations, compliance, product teams, and client feedback/data to determine upcoming content needs.
• Oversee processes and procedures related to content lifecycle including knowledge article creation, periodic review, content audit, expiration, versioning and communication
• Strategic planning for email and self-service applications through the knowledge base software
• Partner with subject-matter experts to develop guided help tools for complex procedures
• Evaluate articles against content guidelines, standards and applicability for user roles and profiles. Provide guidance to content authors and review work for accuracy, grammar, spelling and punctuation

What experience you need

• Bachelor’s degree, or equivalent experience, in Technical Writing, Communications or English
• 2+ years’ experience in instructional design, content strategy, authoring, document management or related operations position required
• 1+ years’ experience writing technical knowledge papers/articles
• 1+ years’ experience using Rise and Articulate 360

What could set you apart

• Experience using Articulate 360
• Experience with Knowledge-base design and management experience, especially within the Salesforce Platform