The candidate will have proven ability to make quick decisions under pressure in ambiguous circumstances, and will have a record of extraordinary attention to detail and follow-through. You should have a strong quality focus and demonstrate proven innovation to find solutions to increase efficiency. You are a problem solver with an interest in technology and Amazon devices, digital products and services.

Key job responsibilities
• Learn how to develop content for global D2AS associates and customers.
• Learn DITA XML content models and learn how to develop XML topics in the Content Management System (CMS) and workflows in Janus.
• Audit existing content and analyze data to make decisions for content improvements.
• Author, modify and update workflow content based on audit results to improve associate and customer experiences.
• Identify opportunities to reuse content where it benefits the authoring effort, associate comprehension and issue resolution effectiveness.
• Implement XML coding by hand (creating xml files, cleaning up partially coded content and adding code where needed).
• Adhere to the content style guide and authoring standards.
• Use the Amazon Contact Tenets (ACTs) to develop support content that raises the bar and delivers best in class customer experiences.
• Analyze data reports with usage metrics for Astro and Cantilever using web analysis tools like Tableau and Heartbeat.
• Respond to associate feedback on Astro within defined SLAs / resolution timeframes.
• Perform global content updates, and professionally reply to feedback from our associates and partner teams.

BASIC QUALIFICATIONS

- 2+ years experience in program / project management.
- 2+ years experience creating content – with a portfolio to demonstrate it.
- Experience with coding/content tagging (in HTML, XML or scripting languages).

PREFERRED QUALIFICATIONS

- Experience with A/B testing.
- Experience effectively partnering with remote and global team members.
- Experience developing and managing content for an international audience.
- Experience in Customer Service.
- Experience in developing technical or troubleshooting content.
- Experience coding in DITA XML, and using XMetal or Oxygen editors, or using Content Management Systems.
- Experience with content metric / data analysis.
- Working knowledge of Agile methodology
- Experience with process and /or customer experience improvement projects.