Content Administrator Jobs

Please note: This position is long term and hybrid remote. It is NOT C2C elligible.

The Content Admin writes informative articles relating to human resources topics for the AskHR Knowledge Library. Their goal is to conduct research, collaborate with teams across the organization, and produce knowledge articles that guide Toyota team members’ HR cases to resolution. The Content Admin builds and maintains the knowledge library, finding opportunities for article creation, and conducting regular audits for article relevancy and accuracy.

The Content Admin supports the overall team member experience through clear, consistent, and concise writing. A good candidate will be well organized in thought, intuitive, and inquisitive. They are skilled in generalizing questions and broadening topics to make knowledge articles consumable for the widest audience possible. They are adept at explaining complex ideas and situations in succinct, easy-to-understand terms.

Summary of Job Responsibilities:

• Owns a portfolio of content categories within the AskHR knowledge base. Possible categories the Content Admin will own are including but not limited to: benefits and employee total rewards, compensation, policy, career development, payroll, time reporting, etc.
• Proofreads colleagues’ work and recognizes patterns of improvement for articles and knowledge library as a whole.
• Employs SEO principles so that articles are easily findable within knowledge base.
• Contributes to growth of AskHR as a service.
• Contributes to the upkeep and maintenance of the AskHR style guides, onboarding guides, and knowledge library audit guidelines.
• Serves as content advisor during periods of change within their respective categories.
• Works closely with AskHR front line Experience Team to understand and resolve gaps in the knowledge library.
• Employs excellent writing and grammatical skills with a high attention to detail.
• Optimizes the quality, relevancy, and completeness of the content to achieve an 80% Tier 1 resolution rate within each respective category.
• Conducts research in specific topic areas and properly cites article sources.
• Participates in discussions with Experience Team and Product Owner regarding platform enhancements.
• Upholds knowledge article standards in accordance with copywriting best practices for customer-facing content.
• Supports onboarding of new SMEs and new categories.
• Partners with SMEs to maintain quality and integrity of each knowledge base category as it grows.
• Manages the pipeline of content within the AskHR knowledge library to ensure quality and relevancy of the articles.
• Contributes to daily standup discussions concerning best practices for article creation and knowledge library growth.
• Revises articles based on editorial feedback and guidance.
• Partners with communications teams to ensure knowledge library is aligned before the communication are launched to team members.
• Meets deadlines and manages projects effectively.
• Collaborates with subject-matter experts (SMEs) and relevant teams to proactively collect, edit, and create new content in alignment with AskHR voice.
• Writes, reviews, and revises knowledge articles to ensure compliance with AskHR content standards.
• Anticipates and consults with Content Owner on which categories need to be pursued or uplifted due to major upcoming change points, seasonality, or trends in Asker demand.
• Communicates effectively with different groups across the organization.
• Audits expiring content and keeps knowledge articles current.
• Utilizes understanding and experience of knowledge processes to contribute to both technical and process-based platform improvement opportunities.
• Stays informed of writing standards to optimize customer-facing content for consumption on mobile and chat.