Perform improvements to the knowledge bases resulting from end-user feedback and metrics analysis
Perform peer reviews for other writers on the team and perform regular audits of the knowledge base to ensure accuracy and relevance
Oversee the full content lifecycle and ensure the quality of published content by managing reviews, approvals, versioning, and archiving to maintain accuracy, consistency, and conformity with company standards.
Develop and implement comprehensive content strategies to enhance the overall impact of the knowledge base
Monitor key metrics; like usage, search success, and deflection rates—via a dashboard to prioritize ongoing improvements.
Share knowledge and best practices with less experienced members of the team Communication/stakeholder relations
Ability to present during meetings and flex the communication style based on current needs (stakeholder, project, team, business, etc)
Communicate daily and negotiate with stakeholders to manage expectations and deliver on agreed-upon timelines
Strong written communication skills with the ability to develop job aids, document business rules, simplify complex information, and tailor content based on audience needs and business impact
Attend weekly calls to provide updates and check the projects' progress with the Stakeholders
Strong planning, prioritization, and accountability skills to ensure timely delivery of tasks while maintaining high-quality standards with minimal supervision
Maintain confidentiality and build effective relationships with other internal departments within TELUS Digital
Skills & Knowledge
- English - B2 - Required
- Oral and written comprehension
Appropriate use of language
Expert writing, self-editing, and quality review skills with strong attention to detail and the ability to evaluate content against established standards before endorsement or publication.- Required
Ability to solve problems in straightforward situations and analyze possible solutions using technical expertise, judgement and precedents - Required
Expert use of content management systems and documentation tools
Expert knowledge of search engine optimization (SEO) principles and ability to apply them to improve content visibility - Required
Expert research and validation skills to ensure content accuracy, completeness, consistency, and business alignment. - Required
Proficiency with Zendesk (Guide/knowledge base administration)- Required
Structure and tag Zendesk content to power AI-assisted search, bots, and ticket deflection, and monitor retrieval performance (experience with specific Zendesk AI features, such as content cues, is a plus).
Strong communication skills
Ability to work collaboratively within a high-performing team while demonstrating ownership, initiative, and independent decision-making in assigned deliverables.
Demonstrates confidence in assessing content readiness and making recommendations with minimal supervision.
Strong self-review and quality assurance mindset prior to article submission or publication.
Ability to explain and defend content decisions using established standards and business requirements.
Comfortable working in environments with evolving processes, ambiguity, and changing documentation needs.
Demonstrates accountability, initiative, and continuous improvement in content quality and workflow efficiency.
Studies and Experience
3 + years of experience in roles related to content management systems - Required
3+ years of experience in roles related to Client management - Required
University student in Information Technology, Business Administration, Pedagogy, or similar
