Universal Orlando Resort believes in-person collaboration is key to our success. Many of our Team Members work in a hybrid capacity, contributing from the workplace a minimum of three days per week. There are also roles that require being on-site full time. Limited remote opportunities may be available within specific departments. You’ll learn more about this during the recruitment process.

JOB SUMMARY:

The GCC Process/Procedures Specialist is responsible for the development, production, and updates to all Procedures/Processes (SOP) and System documentation for the Guest Contact Center. Collaborates with departments across the business to design, develop, produce, and maintain written documentation that drive operational efficiencies, safety, and guest service. Ensures clear communication, delivery, and accessibility of process content in an efficient manner utilizing the Guest Content Center SharePoint sites. Acts as GCC Subject Matter Expert on various Project Teams to develop and implement IT/GCC system enhancements and other process improvement-oriented initiatives.

MAJOR RESPONSIBILITIES:

• Works with various Leadership Teams and the Project Management Teams to plan, develop, organize, write, and edit operational procedures and manuals. Provides support in the preparation and production of all documents required for management review and approval. Acts as the editor and supports the editorial needs for all SOP and system documentation.
• Research, develop and document technical design specifications and test scripts. In addition, research new products, applications, providers, and systems as they may apply to the Guest Contact Center. Facilitates internal meetings and in-progress procedural meetings between vendors and UO and provide updates to immediate manager and department leadership teams. Develops a thorough understanding of the audience and the documentation by meeting with colleagues and working with managers to discuss technical problems.
• Support GCC leadership team with various projects including GCC process improvement initiatives. Acts as liaison with IT in support of departmental programs and projects. Partner with internal teams for strategic planning, development, and implementation of projects and optimization of existing procedures/policies.
• During the project life cycle, supports all phases of editorial and post-production documentation to ensure-on-time, on-budget delivery of the highest quality. Researches and builds knowledge about products, services, technology, or concepts to be documented. Evaluates change requests submitted by management and provides direction targeting and streamlining request efficiencies. Maintain a comprehensive library of technical terminology and documentation. Analyze documents to maintain continuity of style of content. Determines the clearest and most logical way to present information and instructions for greatest reader comprehension and writes and edits technical information accordingly.
• Assists with content design, strategies, production, and internal communications.
• Understands and actively participates in Environmental, Health & Safety responsibilities by following established UO policy, procedures, training and team member involvement activities.
• Performs other duties as assigned.

EDUCATION:

• Bachelor’s degree in English, Communications, or Information Technology preferred.
• Masters’ Degree Preferred.
• Technical Writing certification preferred.

EXPERIENCE:

• 2+ years’ experience in a Technical Writing role preferred.
• Working knowledge of GCC systems and Microsoft Office is preferred.

Your talent, skills and experience will be rewarded with a competitive compensation package.

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