Web Content Manager

JOB DESCRIPTION

Service Level Management
Work with IT to implement effective monitoring for application availability and performance of applications in scope. Monitor trends to pro-actively ensure service levels are met.
Metrics collection and reporting for in-scope products. Monitor usage, adoption, and other metrics to assess community engagement and dynamics
With Product Management, create community analytics dashboards to assess business value of service offerings

CLIENT SUPPORT
User administration (profile creation, access, etc.) and assist with managing the community support site
User coaching and training
Draft and maintain help and support documentation

CHANGE & RELEASE MANAGEMENT
Monitor changes to in-scope products, ensuring effective communication, testing, validation & sign-off
COMMUNITY MANAGEMENT
Assist Community Manager to monitor, manage, and curate online conversations, including answering user questions and helping to foster user connections behind the scenes
Assist community members in using social technology to achieve business objective
Ensure community content is consistent with the Kaiser Permanente brand
Provide input to Product Manager to develop the product strategy and prioritize future enhancements. This includes providing ongoing feedback to the product owner regarding user requests, feature requests, UX improvements, etc., acting as the voice of the community and influencing the future vision of the ESN

RESPONSIBILITIES:
Help community members use social technology to achieve business objectives
Provide operational support (monitoring, metrics, incident/problem support, change/release management) to meet or exceed service level agreements
Establish and manage community support site
Provide user support, administration, training and documentation
Provide ongoing feedback to the product owner regarding user requests, feature requests, UX improvements, etc., acting as the voice of the community and influencing the future vision of the ESN

QUALIFICATIONS:

- Bachelor's degree required (preferably in Business Administration, Computer Science, Communications, or related)
- 5-7 YEARS OF RELATED PRODUCT SUPPORT FOR COLLABORATION AND SOCIAL TOOLS ( EG SHAREPOINT, JIVE SOCIAL INTRANET, CONFLUENCE WIKI)
- Experience with Portals, Web Content Management systems
- Experience with monitoring and analytics (Webtrends)
- Experience with HTML, JavaScript, JSPs, XML is a plus
- Highly analytical and articulate
- Self-starter and simultaneously, a team player
- Strong organizational skills and attention to detail

CUSTOMER SERVICE AND SUPPORT - Establish and manage community support site, draft and manage materials, liaise with IT service desk and vendor for user help, train users, prioritize competing demands
COMMUNITY MANAGEMENT - Aptitude to monitor, manage, and curate online conversations, including answering user questions and helping to foster user connections behind the scenes

PREFERRED QUALIFICATIONS:
2-5 years of experience in web development and design or related experience
Experience leading the implementation of an enterprise social network

EDUCATION:
Bachelors degree required