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Position: Content Analyst II

Job Type: Hybrid

• Candidate will be expected to be in office 3-5 days a week

Why Work Here?

• The company supports a balanced lifestyle with flexible work arrangements and family-friendly leave policies

• Promotes diversity and inclusion through employee-led Business Resource Groups and a commitment to equal opportunity

• Aims to create a supportive and forward-thinking workplace that values its employees' well-being and professional growth

• Employees enjoy strong benefits including health insurance, 401K matching, vacation and holiday pay

Qualifications:

• Bachelor’s degree

• At least five years of Process documentation & Communication experience

• Ability to absorb information from a myriad of stakeholders and functions, develop creative/practical documentation to achieve desired, timely results in a highly technical, operational environment is required.

• Excellent written and verbal communication

• Excellent organizational and time management skills with the ability to manage multiple programs and stakeholders

• A demonstrated knowledge of continuous improvement methods, tools and practices including proficiency in Microsoft Office and other related program software.

Preferred Qualifications

• Utility experience is preferred but not required.

• Relevant training and/or certifications as a Documentation Specialist

• Possesses knowledge and understanding of Rhode Island Energy’s electric or gas policies, processes, systems, tariffs, and general practices and how to apply them effectively

• Knowledge and understanding of customer experience and systems within a regulated environment.

Responsibilities:

• Collaborate cross-functionally to design and implement operational best practice processes, cultivating and institutionalizing a continuous improvement culture and mindset within CS and ensuring compliance with policies and procedures

• Develop and maintain collaborative relationships with business process owners and product teams to support change and innovation and the successful deployment of continuous improvement culture

• Responsible for creating/updating and maintaining process documentation (SOPs, Process Flows, Work Instructions) within the agent knowledge management tool

• Will work closely with department leadership and subject matter experts (SMEs) to understand current processes and develop documentation in compliance w/ regulatory guidelines

• Ensure consistency across documentation and products and drive a thoughtful user experience

• Challenge existing processes and continuously seek ways to drive consistency, standardization and best practices in order to streamline processes, drive efficiencies, create value, and create a continuous improvement mindset and culture

• Ensure documentation integrity and consistency of documentation practice

• Design new and improve existing CS operational procedures, job aids, and maintain a sustainable governance process for periodic reviews and updates.

• Remains up to date with, and leverages, the latest process improvement methods and practices

• Support training initiatives by creating documentation outlining processes in a clear, succinct, and easy to understand manner

• Identify relevant changes for assigned departments based on process changes in other areas of the business

• Builds strong internal and external relationships to gain and share best practice insight.

Onboarding/Compliance:

• Background Checks (Education / Employment Verification)

• Drug Testing

Pay and Benefits

The pay range for this position is $28.00 - $37.00/hr.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:

• Medical, dental & vision • Critical Illness, Accident, and Hospital • 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available • Life Insurance (Voluntary Life & AD&D for the employee and dependents) • Short and long-term disability • Health Spending Account (HSA) • Transportation benefits • Employee Assistance Program • Time Off/Leave (PTO, Vacation or Sick Leave)

Workplace Type

This is a hybrid position in Providence,RI.

Application Deadline

This position is anticipated to close on May 15, 2025.

About TEKsystems and TEKsystems Global Services

We’re a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We’re a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We’re strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We’re building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.