Offers “Amazon”

Expires soon Amazon

Sr. Information Architect, Content

  • York (North Yorkshire)
  • Architecture / Town planning

Job description



DESCRIPTION

Amazon's Customer Service (CS) department is seeking a Sr. Information Architect who will help us create and deliver on next generation Help experiences.

The role will advocate for both the customer and the end-user (author) by designing new content management life-cycles and content models for customer workflows including technical guidance on Help, chatbots and voicebots.

The successful candidate will collaborate with UX, Product, Content and Program Managers globally to contribute to defining the customer experience so that Customer Service can help customers throughout the Amazon experience in Amazon websites, Amazon mobile apps, and Amazon devices. Stakeholders, business and peers alike will see you as a leader whether leading team brainstorms, evaluating product roadmap plans, creating content, recommending content governance, or pulling sitemaps and wireframes into larger presentations. The successful candidate will be a content expert who has had a demonstrated leadership role on a large, multilingual content development team. You will have extensive experience with DITA and an enterprise-wide Content Management System (CMS), and have an applied knowledge of information architecture.

Taking UX and Product designs: The Information Architect will work with the Content Strategy team to redesign and rewrite the content in a format that is easily understood by the customer, and in the back-end, build the CMS architecture to ensure the content can be seamlessly executed by the author within the content management life-cycle.

Depending on the applicant, this role can be based in Cork, Edi or Seattle.

The Information Architect will be responsible for:

· Partnering with Product and Localization Technology teams, content administrators and end-users to assess the current content experience and determine immediate and long-term needs to support content use
· Designing, creating, and supporting content architecture, tools, and processes for producing high-quality content
· Automating authoring workflows to include single-sourcing and optimizing C2S2 content for future automation and localization
· Driving the development of personas/opportunity maps and engaging scenarios and frameworks that describe the proposed experience
· Creating and/or leading the development of concept models, interaction models, comprehensive wireframe systems, and process flows
· Supporting authors worldwide to drive publishing standards, processes, and deliverables using DITA-based content architecture, 3rd-party CCMSs, and in-house content production tools
· Researching and incorporating industry best practices and innovation into our information infrastructure
· Creating wireframes, process maps, functional specifications, prototypes, and other artifacts to describe the intended user experience
· Assisting in the integration of new solutions for content and information experiences
· Evaluating the effectiveness of our tools, architecture, and processes
· Evangelizing best practices for global content management and experimenting with new ways to deliver content
· Maintaining deep familiarity with the internal user experience
· Ensuring Amazon CS content developers are adequately trained in content creation processes, format and governance - and take action if gaps exist.

Desired profile



BASIC QUALIFICATIONS

· BS degree in Information Management, Content Management, or another relevant discipline
· 7 or more years of applicable work experience leveraging technology across many processes to enable automation
· Ability to translate business needs into long-term IA solutions
· Demonstrated experience with enterprise content management systems Experience designing, implementing, and managing ontologies
· Experience building taxonomies, terminology databases, and thesauri
· Ability to present IA concepts and deliverables in a compelling and convincing manner
· Demonstrated experience with HTML, XML, DITA and an enterprise-wide content management system (CMS)
· Demonstrated analytical skills
· Demonstrated Project/Program Management skills
· Strong written and verbal communication skills
· Experience in product-managing highly scalable systems
· Experience supporting a multi-language publishing environment
· Extraordinary attention to detail, in particular across written skills
· Critical thinking

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