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Senior Content Developer (FTC), Amazon Business CS, Cork City
Client: Amazon Ireland Support Services Limited
Location: Cork City, Ireland
Job Category: Other
EU work permit required: Yes
Job Reference: 3555942eda74
Job Views: 182
Posted: 03.03.2025
Expiry Date: 17.04.2025
Job Description:
Note: This role is limited to 14 months and can be an interim role for internal candidates.
Amazon Business is one of Amazon’s fastest growing new initiatives, providing business customers with the pricing, selection, and convenience of Amazon, with features and benefits designed for businesses of all sizes. We are obsessed with our customers and in Customer Service, we make their experience delightful. We identify and drive business-centric solutions by solving complex technical problems with ingenuity and simplicity, always seeking automation.
We are a global team, supporting multiple regions and languages while still having loads of fun! In Amazon Business Customer Service, our vision is "We revolutionize support so customers can focus on their businesses". Our Content and Localization team supports product launches by creating content that answers customers' questions, provides and promotes self-serve solutions, and empowers Customer Service Associates to solve customer contacts. The team creates smart content suitable for a global content readiness experience and owns initiatives to constantly improve our content, measure impact, and automate processes.
As a Senior Content Developer, you will follow our content governance to create clear and concise information that will help our internal and external customers, drive self-service, and improve the overall Amazon Business experience. Given that this assignment involves large-scale program delivery, you will need proven skills and capabilities in program management to drive a full expansion project to successful launch.
You'll collaborate with other writers, content developers, and internal business partners (such as program managers, product managers, customer experience, and software development engineers) to develop high-quality content, optimized for re-use, accessibility, and localization. You will apply strong project and stakeholder management, gather requirements, navigate ambiguities, analyze gaps, and manage competing priorities. You need to be strong at setting expectations and timelines and be able to operate independently while following our global processes, guidelines, and criteria. Proficiency in Content Management Systems (preferably SDL package – XmetaL, Webclient, Publication Manager, Webclient) and DITA is required. Knowledge of translation and localization processes and tools is highly advised.
Key Job Responsibilities
1. Create and maintain smart content in Content Management tools using DITA attributes, in a way that's scalable and easy to localize.
2. Manage outsourced translation projects using computer-assisted tools.
3. Respond to time-critical requests and advocate for the right content solutions.
4. Advocate for Amazon Business customers and Customer Service Associates.
5. Manage multiple stakeholders across locations and influence them to understand and follow our content authoring and review processes.
6. Strong bias for action and the ability to prioritize and meet deadlines.
7. Strong stakeholder management.
8. Take ownership of strategic initiatives that influence the outcome of organizational goals.
We are open to hiring candidates to work out of one of the following locations: Cork, CO, IRL.
BASIC QUALIFICATIONS
* Bachelor's degree.
* Experience in program or project management.
* Experience working cross-functionally with tech and non-tech teams.
* Experience defining program requirements and using data and metrics to determine improvements.
* Experience as a technical writer or content developer.
PREFERRED QUALIFICATIONS
* Experience in driving end-to-end delivery and communicating results to senior leadership.
* Experience leading process improvements.
* Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization.
* Experience building processes, project management, and schedules.
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