Location: OaklandFull Time
Job ID: 44380
Job Posting

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We're seeking a seasoned, technically savvy, and creative content developer and trainer to join the Retirement Administration Service Center (RASC). In addition to keeping our service center content up-to-date; you'll be responsible for helping create SOPs; building structure for our growing content repository; conducting training to ensure that our staff members are providing helpful, accurate information to our customers.

This is a fantastic opportunity for someone who is looking to build a departmental content strategy from the ground up, and explore new ways in which we can educate our internal partners; stakeholders and thousands of customers on our products & services

UC OFFICE OF THE PRESIDENT

At the University of California (UC), your contributions make a difference. A world leader producing Nobel and Pulitzer prize recipients with over 150 years of groundbreaking research transforming the world. Choose a career where you can leverage your knowledge, skills and aspirations to inspire and support some of the greatest minds in the world, and those who will follow in their footsteps. Working at the University of California is being part of a unique institution, and a vibrant and diverse community. At the University of California, Office of the President, we propel our mission through impactful work locally, in government centers and systemwide. We are passionate people, serving the greater good.

The University of California, one of the largest and most acclaimed institutions of higher learning in the world, is dedicated to excellence in teaching, research and public service. The University of California Office of the President is the headquarters to the 10 campuses, six academic medical centers and three national laboratories and enrolls premier students from California, the nation and the world. Learn more about the UC Office of the President

DEPARTMENT OVERVIEW

The Retirement Administration Service Center (RASC) counsels members of the University as they transition into retirement and provides long-term pension and retirement health benefits support.

ROLE SUMMARY

The Content Writer/Trainer works closely with their manager to; 1) fulfill divisional strategic objectives to move the organization forward; 2) meet and exceed performance standards; and 3) build a culture of high performance in delivering a positive service experience to internal and external clients at every touch point. Please note this is a 24 Month Contract position.

The Content Writer/Trainer is an initiative-taking, detailed-oriented, problem-solving, results-driven individual with a proven historyof delivering exemplary customer service in a fast-paced work environment while managing multiple projects with limited guidance.

The Content Writer/Trainer is a high-level individual contributor and subject matter expert who supports their manager to ensure the efficient use of resources, and the effective and timely delivery of training materials to all internal business partners, key stakeholders, and members when applicable.

The Content Writer/Trainer also supports department leaders to ensure that staff comply with federal and state guidelines and polices set forth by the University of California.

KEY RESPONSIBILITIES

Operational Excellence

Collaborates with Manager to uphold a culture of delivering exemplary service through to internal business partners and external clients and to support strategies focused on operational excellence and process and/or workflow improvements.
Create and deliver tailored training for each audience group through facilitated instructor-led sessions, web-based sessions, or other delivery methods.
Research, review and validate content with appropriate subject matter experts and stakeholders, incorporating feedback and managing iterations, as required.
Always considers the customer's point-of-view and anticipates customers' needs when creating training documentation.
Periodically reviews organization and department policies and procedures that impact staff, in collaboration with the Manager.
Works with Manager and department leaders to audit departmental practices to ensure consistent implementation of lessons created and taught.
Resolves issues and develops viable solutions as necessary to promote operational excellence.

Analytical Excellence

Stays current on departmental policy and procedure and applies accordingly to documentation created, updated and/or presented.
Stays up to date on industry trends, best practices, and technology.
Supports Manager in evaluating and analyzing data and trends to improve the customer service experience, ensure quality results through material creation.

Training and Development

Help draft SOPs for internal training resources to utilize
Work with multiple cross-functional stakeholders to capture key messaging needs that need to be included in customer communications
Define and implement a content catalog system, ensuring that all training and knowledge content is organized, searchable, and easily accessible
Edit drafts by non-writers and collaborate to delivery high quality content
Confers with Manager and other department leaders to ensure staff are provided the appropriate training resources to further their development and on-the-job performance.
May support Manager in facilitating team development functions, which may include attending pre-hire group interview sessions, supporting onboarding, and mentoring inexperienced staff.

Customer Service Excellence

Serves as a "change agent, champion or initial adopter" who embraces change and encourages colleagues to support pending or newly implemented change initiatives.
Participates on cross-functional committees to facilitate information exchange and address operational issues.
Establishes and builds rapport/relationships with members and colleagues within and outside of RASC. Works with Manager to create effective communication channels for staff feedback.

Key Relationships

RASC Leadership
RASC Analysts
Location stakeholders and partners
University of California faculty and staff, retirees, and survivors

QUALIFICATIONS AND/OR TECHNICAL EXPERIENCE JOB SPECIFIC)

Must have 5 years of experience in product/technical writing and editing for newly implemented software and transition to newly implemented technology.
3 years of experience as a Trainer.
Able to quickly learn new software, proficient in Microsoft Office Suite.
Ability to prioritize multiple tasks and deliver reports, projects and results within tight timelines and fast turnarounds; able to proof and audit for accuracy.
Experience designing CX content, and/or retirement/content is a plus.
Ability to present technical information in a format that is concise and easy to understand and meets the functional needs of the intended audience.
Exemplary verbal, written communication, and presentation skills; able to work in a highly collaborative manner and formulate a clear point of view.
Strong organizational, prioritization and time-management skills required; willingness to take initiative and work independently.
Excellent critical thinking skills; able to influence and advise people at all levels, including leaders. This role requires heavy collaboration with colleagues and cross-functional teams.
Maintains professional and technical knowledge by tracking emerging trends in training and content development; attending educational workshops and professional organizations; reviewing professional publications and establishing personal networks.
Able to work with strong personalities and different work styles while remaining calm, tactful, courteous, and respectful under pressure.
Knowledge of specific benefits area (i.e., retirement, health & welfare, benefits administration) with general knowledge of other areas of employee benefits and associated programs a plus. Excellent interpersonal skills and strong collaborator.

Education

Must possess a bachelor's in business administration, Human Resources, Operations Management, Marketing, Public Health, or equivalent work experience.

SALARY AND BENEFITS

Salary: The recommended hiring range is $82,000.00 to $93,100.00. Commensurate with experience.

Benefits: For information on the comprehensive benefits package offered by the University visit: Benefits of Belonging

ADDITIONAL INFORMATION

HOW TO APPLY

Please be prepared to attach a cover letter and resume with your application.

APPLICATION REVIEW DATE

The first review date for this job is November 14th, 2022: The position will be open until filled.

CONDITIONS OF EMPLOYMENT

Background Check Process: Successful completion of a background check is required for this critical position. Background check process at UCOP

Smoke Free Work Environment: The University of California, Office of the President, is smoke & tobacco-free as of January 1, 2014. UC Smoke & Tobacco Free Policy

August 2021 Update: The University of California has issued a policy requiring employees to be fully vaccinated against COVID -19 before physically accessing the University location or programs. Upon hire into a UCOP position, you will be provided detailed instructions on how to comply with this policy including access to the COVID vaccination at no cost. New hires to UCOP who work onsite or will come onsite for any activities at a UCOP or other UC location must comply with this policy within 8 weeks after their start date. The policy allows for employees to request approval for an exception or deferral. UC COVID-19 Vaccine Policy

EEO STATEMENT

The University of California, Office of the President, is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age or protected veteran status. EEO/AA Employer UC Nondiscrimination Policy

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To apply, visit https://careerspub.universityofcalifornia.edu/psp/ucop/EMPLOYEE/HRMS/c/HRS_HRAM.HRS_APP_SCHJOB.GBL?Page=HRS_APP_JBPST&Action=U&FOCUS=Applicant&SiteId=19&JobOpeningId=44380&PostingSeq=1

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