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Overview

To support Navy Federal by participating in the development and follow-up analysis of policy and process updates. To provide end-user support for manuals and Navy Federal Systems. Works under general supervision with limited discretion. Develops alternate course of action based on precedent or policy. Perform moderately complex/varied tasks with moderate impact and limited latitude.

Responsibilities

+ Ensure project deliverables are met in accordance with customers' expectations, timelines & budget constraints

+ Build and maintain relationships with team members, management, key stakeholders and/or external contacts (vendors, etc.)

+ Conduct research and preparation of reference material

+ Ensure effective management of projects from inception through implementation

+ Identify, communicate and resolve technical, tactical and operational project issues and risks

+ Maintain documentation library to ensure currency of processes

+ Provide training to end user in the use of electronic manuals and reference material

+ Review proposed policy and procedure changes for technical adequacy, completeness, compliance to regulations

+ Administer and Develop eNet content

+ Conduct and/or facilitate user acceptance testing to include developing and executing test cases, communication with project teams, validating and documenting results

+ Ensure clear, concise and effective communication of material

+ Interact with various sub-teams to determine user requirements and specifications

+ Organize policy and procedures according to set standards

+ Recommend strategy for communications

+ Serve on teams and task groups for projects/initiatives within the business unit &/or across the organization

+ Write online reference material, instructions and communications

+ Perform other duties as assigned

Qualifications

+ Ability to work independently and in a team environment

+ Experience in composing correspondence that adheres to grammar and Navy Federal writing style and standards

+ Experience in managing multiple priorities independently and/or in a team environment to achieve goals

+ Experience in researching, compiling, and documenting data, business processes, and workflow

+ Experience in working and participating in cross-functional, multi-dimensional teams and projects

+ Working knowledge of PC and web/internet based technologies e.g. HTML, trends/issues, management, editing/authoring tools and development

+ Basic database and presentation software skills

+ Basic skill capturing and translating processes and requirements into easily understood terms

+ Basic skill exercising initiative and using good judgment to make sound decisions

+ Basic verbal and written communication skills

+ Effective organizational, planning and time management skills

+ Effective skill following, interpreting and applying relevant data/instructions to guidelines, procedures, practices and regulations

+ Desired - Associate's Degree in Communication Studies or the equivalent combination of training, education, and experience

Desired Qualifications

+ Working knowledge of Navy Federal products, services, programs, policies and procedures

+ Associate's Degree in Communication Studies or the equivalent combination of training, education, and experience

+ CCO experience

+ Technical writing experience and/or published author – both technical and creative writing are part of the DS role

+ Experience creating original documentation/content or technical training

+ Exposure to or experience with AI-assisted writing platforms (e.g., Copilot, Grammarly, ChatGPT) to support content development and refinement

Hours: Monday - Friday, 8:00AM - 4:30PM

About Us

Navy Federal provides much more than a job. We provide a meaningful career experience, including a culture that is energized, engaged and committed; and fierce appreciation for our teams, who are rewarded with highly competitive pay and generous benefits and perks.

Our approach to careers is simple yet powerful: Make our mission your passion.

• Best Companies for Latinos to Work for 2024

• Computerworld® Best Places to Work in IT

• Forbes® 2025 America's Best Large Employers

• Forbes® 2024 America's Best Employers for New Grads

• Forbes® 2024 America's Best Employers for Tech Workers

• Fortune Best Workplaces for Millennials™ 2024

• Fortune Best Workplaces for Women ™ 2024

• Fortune 100 Best Companies to Work For® 2025

• Military Times 2024 Best for Vets Employers

• Newsweek Most Loved Workplaces

• 2024 PEOPLE® Companies That Care

• Ripplematch Recruiting Choice Award

• Yello and WayUp Top 100 Internship Programs

From Fortune. ©2025 Fortune Media IP Limited. All rights reserved. Used under license. Fortune and Fortune Media IP Limited are not affiliated with, and do not endorse products or services of, Navy Federal Credit Union.

Equal Employment Opportunity: All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected Veteran.

Disclaimers: Navy Federal reserves the right to fill this role at a higher/lower grade level based on business need. An assessment may be required to compete for this position. Job postings are subject to close early or extend out longer than the anticipated closing date at the hiring team’s discretion based on qualified applicant volume. Navy Federal Credit Union assesses market data to establish salary ranges that enable us to remain competitive. You are paid within the salary range, based on your experience, location and market position

Bank Secrecy Act: Remains cognizant of and adheres to Navy Federal policies and procedures, and regulations pertaining to the Bank Secrecy Act.

REQNUMBER: 27376