Communications Specialist - Service Experience
Boston, MA, 02115
Job Title: Communications Specialist - Service Experience
Location-Type: Hybrid (Boston) | 3 days onsite
Start Date Is: ASAP
Duration: 12 months (contract)
Compensation Range: $45.45 to $52.45/hr
Job Description:
Support service modernization efforts by creating clear, user-centered communications and content that improve service understanding, adoption, and delivery.
Day-to-Day Responsibilities:
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Develop and deliver communications supporting service delivery and operations
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Translate complex service updates into clear, user-friendly messaging
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Create content guiding users on services, access, and support processes
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Collaborate with service owners and CX teams to align messaging with user needs
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Create and maintain knowledge base content for consistency and usability
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Support ServiceNow and service portal content, including AI-driven features
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Ensure content is accessible, inclusive, and up to date
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Partner across teams to standardize knowledge structure and voice
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Analyze feedback and improve content effectiveness over time
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Leverage AI tools for drafting, editing, and research with strong editorial judgment
Requirements:
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Must-Haves:
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Experience in communications, content development, or related field
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Exceptional writing and editing skills
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Ability to simplify complex or technical information
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Experience collaborating across teams and stakeholders
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Strong understanding of user-centered content and service experience
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Proficiency with Microsoft 365 (Word, SharePoint, Teams)
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Strong judgment in tone, clarity, and audience alignment
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Nice-to-Haves:
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Experience with knowledge management systems or service portals
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Familiarity with ServiceNow or similar platforms
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Experience supporting self-service or help center content
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Exposure to AI tools for content creation and optimization
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Background in customer experience (CX) or service design
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Benefits:
This role is eligible to enroll in both Mondo's health insurance plan and retirement plan. Mondo defers to the applicable State or local law for paid sick leave eligibility
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