Judicial Information Services (JIS) is looking for qualified candidates for the position of Content Development & Delivery Manager. Reporting to the Senior Manager of IT Services, the Content Development & Delivery Manager is responsible for the creation, evaluation, maintenance, and delivery of all communication, reference, and instructional artifacts to support the interaction of end users with JIS software systems and processes.
Essential duties and responsibilities include, but are not limited to the following:
- In consultation with division leadership, develop tactical plans based on MSC and SCAO strategic plans;
- Lead IT Services staff including determining human resource needs, recruiting highly qualified staff, determining staff development needs and providing development resources, performance communication planning, recognition, compensation and discipline;
- Develop concise Performance Communication Plans (PCP) for direct reports. Meet with staff regarding plans at an appropriate frequency and document those meetings;
- Deliver services within the department budget;
- Manage a team of content developers and business analysts responsible for producing/maintaining materials such as:
o Traditional “user guide” reference materials;
o Support portal knowledge base articles;
o Contextual application help and web-based, integrated application guides;
o Encapsulated, prerecorded instructional videos;
o External customer communications (planned);
o Traditional instructor-led training materials;
o Regularly scheduled live webinar informative sessions;
o Blog sites or other external-facing website content from JIS.
- Create and communicate training schedules in consultation with departmental decision makers.
- Coordinate delivery of instructor-led training (both in-person and via web conferencing).
- Create, administer, analyze, and report on end-user progress; recommend and integrate training improvement strategies based on findings.
- Work in close collaboration with the Service Desk Manager to ensure knowledge base articles addressing frequent service request topics are being creating and maintained.
- Work in close collaboration with Product Owners to determine what content will most effectively support the user community regarding existing and to-be-release product features.
EDUCATION
- Bachelor's degree in communication or related field; or a minimum of 8 years equivalent work experience in Content Development or Technical Communications.
EXPERIENCE
- 3 years directly managing documentation, technical writing, or content development staff;
- Defining performance objectives, completing performance evaluations, regular coaching/feedback/accountability communication, offering career path guidance, etc.
- 5 years of technical experience working in IT environment in a capacity requiring technical content authoring, editing, and digital publication/portal management;
- Supporting case management systems or similar data entry/reporting systems such as ERP, CRM, HRIS, SCM, etc.;
- Service desk ‘ticketing’ systems such as Cherwell, Zendesk, ServiceNow, etc.
- Supporting common desktop operating systems, web-based and client/server applications in a distributed environment.
KNOWLEDGE
- Training or certification in the use of Office tools (Word, Excel, PowerPoint, Outlook and Project);
- Software development practices;
- Conceptual understanding of industry-standard release management activities;
- Training or certification in ITSM/ITIL processes;
- Court organizational structure/roles.
ABILITY
- Lead and motivate others;
- Provide excellent customer service, problem solving and conflict resolution;
- Communicate effectively with varied audiences;
- Prioritize and manage multiple projects with competing deadlines;
- Excellent interpersonal skills, with a focus on coaching/motivational skills, enthusiasm, and positive attitude;
LICENSING
WORK LOCATION: Official work-site location is the Hall of Justice, Lansing, Michigan. Remote work may be available in accordance with the MSC/SCAO Remote Work Policy.
TO APPLY: Please e-mail your cover letter and resume in Word or Adobe.pdf format to jobapps@courts.mi.gov and include “Content Development & Delivery Manager” in the subject line. If you are unable to send applicant materials electronically, please contact Judicial Human Resources: (517) 373-1147.
APPLICANT DEADLINE: OPEN UNTIL FILLED AN EQUAL OPPORTUNITY EMPLOYER
Job Type: Full-time
Pay: $84,918.96 - $111,561.84 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Flexible schedule
- Flexible spending account
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Parental leave
- Retirement plan
- Vision insurance
Schedule:
Work Location: In person