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Senior Content Writer for Learning and Development at ADP in Louisville, KY

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ADP is hiring a Senior Product Content Writer for Operations. In this support role, the Senior Product Content Writer for Operations will meet the information needs of clients and associates by developing standards and producing accurate, clean, concise, and usable platform, operations and service content. Partner with SMEs, leaders and matrixed resources, and vendors to compose, organize, and distribute effective documentation for a growing business with a rapidly maturing platform. Serve as owner for processes supporting content generation, organization and distribution. Actively participate in SDLC activities to ensure changes are captured and communicated; organize content presentation in a variety of media. Serve as a Total Absence Management (TAM) Operations champion for Client Relationship Management (CRM) activities.

The ideal candidate will have a background and/or general/functional knowledge of Benefits, Product Management, Total Absence Management (TAM) or Leave of Absence (LOA) and/or HCM experience. Qualified applicants must demonstrate excellent organization, communication and writing skills, and an astute eye for detail. This position requires highly motivated individuals who are able to grasp complex processes and learn quickly. It also requires the ability to work within tight deadlines and team-based environments.

At ADP we are driven by your success. We engage your unique talents and perspectives. We welcome your ideas on how to do things differently and better. In your efforts to achieve, learn and grow, we support you all the way. If success motivates you, you belong at ADP.

We strive for every interaction to be driven by our CORE values: Insightful Expertise, Integrity is Everything, Service Excellence, Inspiring Innovation, Each Person Counts, Results-Driven, & Social Responsibility.


Research and Analysis:

* Researches and analyzes platform, client, regional, or internal information
* Utilizes a variety of research techniques to gather information. Interacts with internal subject matter experts such as Technical Application Analysts, leaders, and other SMEs, QA Analysts, User Experience Researchers, Developers, Trainers, and Service team members.. Takes input from these business partners to formulate a plan for development of information deliverables
* Conducts audience and task analysis and applies knowledge to the development of deliverables.
* To support a maturing platform, deliverables may include system messages, embedded onscreen text, online help, user assistance, demos, show-me's, What's New information, release notes, software installation information, FAQ's, and other information types. Writer determines what type of deliverable(s) are needed based on research and provides standards for content format, language, and delivery
* Creates information and content plans that outline the writer's plan for creating information deliverables. Distributes plans for review and makes revisions as the writer deems appropriate. These plans become the basis for the drafting of content Content Development

* Develops deliverables per information and content plans
* Writes and sets standards for clear, concise, and accurate information that addresses the intended audiences. Multiple audience perspectives may need to be considered, including Operations, Service Center, Global associates, Subject Matter Experts, Sales, Clients and ADP leaders
* Identifies product and documentation issues uncovered during the course of a project and makes needed changes to deliverables

Project Planning

* Delivers and organizes delivery of information on time (per software project schedule) and with the highest quality attainable within the parameters of the project
* Supports development of project plans in partnership with others; follows project plans to track progress; reports regularly on issues; raises flag when assistance is needed

Documentation/CRM SME:

* Expert on use of CRM tools (Siebel) to advance efficient and consistent use across the team;
* Interacts with other business units to align SR process for effectively support
* Establishes best practices for user documentation within the team and leads delivery of consumable documentation
* Primary liaison with project and launch team to support or authenticate client-facing communication
* Partners with SMEs and other resources to confirm functional testing of final deliverables to ensure accuracy. Will be expected to engage in TAM platform processes to be able to support validation of documentation effectiveness and accuracy.
* Owns the structure of content organization, publishing destinations, and version control. Acts as TAM Operations point of contact for CRM (Siebel) activities; serves as team Subject Matter Expert for CRM engagement and best practices.
* Creates internal documents for the use by members of the TAM ecosystems: standards, templates, process documents, instructional documents, etc.These documents serve as "best practices" TAM content contributors.
* Works with TAM management to implement department strategy and tactics.
* Provides leadership to SME's and other contributors within the team including oversight of information and content plans, project management, resource balancing, review of drafts, project prioritization, and liaison with business partnersto ensure a cohesive, coherent suite of platform, product, and process documentation is organized in a consistent, accessible, and effective manner.


* Bachelor's Degree or equivalent in education and/or experience
* 5 to 8 years' experience in content writing

Position can be located in Des Moines, IA or Louisville, KY office.



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