Saturday, November 1, 2014

311 Content Management Associate

DoITT provides for the sustained, efficient and effective delivery of IT services, infrastructure and telecommunications to enhance service delivery to New York City's residents, businesses, employees and visitors. As the City's technology leader, DoITT is responsible for maintaining the foundational IT infrastructure and systems that touch every aspect of City life from public safety to human services, from education to economic development crossing the full spectrum of governmental operations.

The successful candidate will serve as a 311 Content Management Associate reporting to the Content and Agency Relations division for the 311 Customer Service Center. Responsibilities will include: Assist in support and development of 311 content across multiple contact center channels; maintain and document content strategy, standards, and procedures; provide technical support for content changes including maintenance, project work, and release work; write and edit content and document business processes; evaluate content effectiveness using reporting tools and feedback from customers and citywide agencies; utilize computer-based applications and programs to support business needs; perform data analysis using call center technologies and business intelligence applications; monitor results through metrics, reporting, and tracking systems; prepare specialized reports and recommendations; provide administrative and technical support for new technologies initiatives; serve as a liaison with technology teams and stakeholders; assist in coordination of content development programs; and provide implementation support for special projects as assigned.

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