Content Writer - Hybrid Richmond, VA - Novalink Solutions LLC

The Customer Service Division of DPU is seeking a skilled Process Writer to develop creative and engaging content for various operational areas. This includes job/desk aids, process reminders, procedural checklists, FAQs, operating procedures, and other relevant documentation. The ideal candidate will be proficient in the Microsoft Suite, Teams, and possess a toolkit of modern software applications to enhance content creation and distribution.

 

Key Responsibilities:

 

1. Content Development: Create and manage comprehensive documentation such as standard operating procedures (SOPs), job aids, FAQs, newsletters, and other relevant content for employee consumption.
   
2. Collaboration: Meet with business owners and front-line staff to understand business needs and translate these into clear, actionable content. Work closely with internal stakeholders to ensure alignment and consistency in messaging, branding, and style.
   
3. Editing and Quality Control: Edit existing content to ensure voice, grammar, and style are consistent with established branding and style guidelines. 
   
4. Framework Development: Develop and maintain a standard operating procedure framework to support consistent and effective content development.
   
5. Regular Updates: Review and update information on a daily, weekly, and monthly basis to ensure all content remains current and relevant.
   
6. Updates and Maintenance: Stay up to date on operational changes and ensure all content is current and relevant. Create and schedule process reminders, distribute process changes, and other time-sensitive information via Microsoft Teams for multiple division channels.
   
7. Content on Demand: Respond to urgent content creation requests, delivering high-quality materials within tight deadlines.
   

 

Qualifications:

 

1. Education: Bachelor’s degree in English, Communications, Technical Writing, or a related field.
   
2. Experience: Minimum of 3 years of experience in technical writing, content creation, or a similar role within a utility or operations environment.
   
3. Skills: 
   
1. Proficient in Microsoft Office Suite, Teams, and Canva.
   
2. Strong writing and editing skills with a keen eye for detail.
   
3. Ability to understand and translate technical information into clear, concise documentation.
   
4. Excellent communication and interpersonal skills.
   
5. Ability to work independently and manage multiple projects simultaneously.
   
6. High level of competence in technology, including AI, website updating, OneDrive, and other complex digital sharing tools.
   

 

Preferred Qualifications:

 

1. Experience in the utility industry, particularly in water and gas operations.
   
2. Familiarity with modern software applications used in content creation and distribution.
   
3. Experience writing process and procedures for customer service or a call center
   
4. Experience writing process and procedures for government or federal regulations.
   

Requirements

Qualifications Type Category Qualification Description Competency Required Skills Others Help desk support Help desk Novice (1-3 Years) No Skills Others Communication skills both verbal and written Novice (1-3 Years) No