Business Information Content Designer

Atlanta, Georgia, United States | Contract | Fully remote


Our client is a premier provider of targeted specialized insurance products in North America and selected other markets.  They are looking for a contract Business Information Content Designer to work remotely, but based out of their Atlanta, GA office.  Estimated length of this assignment is approximately 5 months with the potential to convert to permanent for the right person.


Job Description:

The overall purpose and objective of this opportunity is analyzing, writing, editing, curating, and publishing high complex procedures, guidelines, job aids, process maps and manuals to increase productivity, improve accuracy, and contribute to the attainment of company goals and objectives. This role will provide guidance and recommendations to all levels of leadership, business partners (internal/external) and team members.


Primary Job Accountabilities/Responsibilities:

  • Serve as the GHO Content Design Documentation Product Owner by levering best practices to influence documentation decisions with the GHO leadership team, internal and external business partners
  • Create, assess, and leverage best practices of client & system procedures, guidelines and process maps for optimal business practices
    • Collaborate and leverage quality results with subject-matter experts and Process Owners by influencing enhancement(s) to improve quality scores in a proactive manner
    • Participate as a major contributor with client manual reviews, audits and remediation action plans for procedure changes, documentation and process maps
    • Participate as a major contributor with the Intake & Governance, IT, and Ops leadership team by creating efficient workflow processes to reduce expenses and decrease SLAs for all content design documentation services
    • Monitor and manage procedure change requests from the intake process (Intake & Governance) to the approval process (Operations leadership, Account Executives, Client Services leadership or client) and finalizing with the SmartFlow business rules assessment (SmartFlow leadership)
  • Collaborate - Develop new and maintain current Training department documentation for user training
  • Develop new, enhance and maintain existing content/documentation in accordance with each division (4) guidelines
  • Collaborate - Execute content design documentation conversions including user acceptance testing (UAT) and providing input for new design and enhancements
  • Develop new and maintain flow charts to align with SSP procedures
  • Design and development of highly complex procedures and guidelines, grids/tables/charts, job aids, process maps, videos and manuals
    • Compile and convert older version project files (Microsoft 360/ServiceNow to Adobe RoboHelp and other web-based knowledge bases) including formatted HTML pages, images, keywords structures, table of contents, help context numbers, key search engines and landing pages
    • Convert procedures and other documentation to process maps as a standard operational reference guide for leadership, clients and 3rd party vendors
    • Convert procedures to job aids as short-cut tools for process efficiencies and self-help guides
    • Compile, assess, convert procedures to create scripts for e-Videos
    • Ensures content design consistency
    • Facilitate and participates in team, departmental, and business partners conference calls and meetings
    • Identify procedural, system, and process efficiencies by making recommendations and resolutions for our clients
  • Participate in quality assessment of content design tools or product readiness for release


Workforce Management/Projects:

  • Manage small to medium content design tickets/projects by developing project plans, setting goals and milestones, managing tasks and resources, and ensuring that goals and timelines are met
    • Single procedure changes for multiple clients on a staggered publishing schedule (28+ clients)
    • Multiple procedure changes and publishing timeframes for a single client
    • Procedure manual reviews (over 25% of the manual content)
    • New client installs
    • Creating new content design, documentation and video services for GHO and non-GHO partners


Basic Qualifications Required - Experience, Skills, and Knowledge:

  • Bachelor’s degree in English, Communications, Business Administration, or a related field, or equivalent work experience
  • 1+ years of leading projects, teams or process
  • 3+ years in content design


Preferred Experience, Skills, and Knowledge:

  • Knowledge of content design models and principles and a demonstrated ability to apply them to the design and development of content/documentation which meets the needs of a diversity of readers is preferred
  • Strong working knowledge of various software programs- Microsoft Office 365 including Power BI and Visio or iGrafx
  • 3+ years of insurance, mortgage or financial services experience
  • Knowledge of web-based software application or authoring tools- Helpjuice, ServiceNow and RoboHelp
  • Knowledge of insurance tracking systems or processes- SSP, AssurTrack, TrackAll, PMS, Black Knight and other tracking systems
  • A plus to have knowledge of animation software tools for videos, photography, design, web, UX and more- Vyond, Adobe Captivate, and Adobe Creative Cloud