Our Purpose
We work to connect and power an inclusive, digital economy that benefits everyone, everywhere by making transactions safe, simple, smart and accessible. Using secure data and networks, partnerships and passion, our innovations and solutions help individuals, financial institutions, governments and businesses realize their greatest potential. Our decency quotient, or DQ, drives our culture and everything we do inside and outside of our company. We cultivate a culture of inclusion for all employees that respects their individual strengths, views, and experiences. We believe that our differences enable us to be a better team – one that makes better decisions, drives innovation and delivers better business results.
Title and Summary
Lead Content Strategy AnalystSummary:
Content Strategy and Development (CS&D) provides the technical and operational information that customers and stakeholders need to do business with Mastercard. CS&D is committed to driving the business goals of Mastercard by maximizing the impact of content. We foster solutions to provide the right content, to the right stakeholders, in the right format, at the right time. We accomplish this goal by collaborating with business partners to understand customer needs and deliver timely, high-quality information in a wide range of media and languages.
Overview:
This position involves creating and delivering technical content and publications about Mastercard products and services for our customers. The position involves performing all stages of the processes to publish technical content in online, mobile, and printed formats. It also includes researching, evaluating, selecting, and implementing new enterprise-wide processes and technologies.
• Are you passionate about technology and finding new ways of doing things that challenge the status quo?
• Do you enjoy finding new solutions for delivering digital content?
• Do you enjoy working on a team that interfaces with business partners across the globe?
Role:
• Work with cross -functional teams and multiple Business/Product Owners to create original content and update existing technical content
• Accountable for the successful completion of multiple high-quality projects within the technical writing function
• Ensure updates are made to content in accordance to the CS&D writing standards
• Manage day-to-day writing and publishing needs to deliver content online for consumption through multiple channels including Web and mobile
• Provide excellent customer service to our business partners and customers
• Author in XML or markdown, a tool utilized for content creation and editing
• Publish technical content to multiple platforms and output types, such as PDF, HTML, Wik, and online help file generation
• Gathering/analysis of requirements/information
• Analyzing, gathering inputs, and participating in the design of process improvement solutions for the team's documentation
• New hire training and peer mentoring
• Daily review and assessment of project intake portal (TAG)
All About You:
• Experience with Project Management and Agile methodologies
• Exhibit strong written and verbal communication skills
• Technologically savvy, spearheading innovation through ingenuity, creativity, and thoughtful risks
• Ability to analyze, explore, and recommend new tools and industry practices/ patterns
• Adaptable to dynamic change and ambiguity thriving in a fast-paced environment
• Ability to identify the need for graphics and process flows to improve content
• Ability to identify and implement process and strategy improvement opportunities with consideration for target audience, user experience, product life
cycle, documentation best practices, and user acceptance testing (UAT)
• Team player, with the ability to interact and consult with various levels throughout the organization to cultivate and expand partnerships
• Exhibit the highest degree of professionalism, accountability, and empowerment
to drive results
• Experience with Microsoft Office products
• Expert in content management systems (CMS) and other authoring tools, such
as Ixiasoft, Oxygen, XML, xMetal, and Visual Studio Code
• Proficient in API and DITA/XML, including best practices with markups, tags, entitlements, and topic types
• Experience as an information architect or with an information architecture team
• Knowledge with Domo, Tableau or similar metrics tracking and reporting tools
• Knowledge with SharePoint
• Experience with Software Development Life Cycle (SDLC)/Design Methodology
• Familiarity with product payment systems
• Experience with creating content templates for our Business Partners
• Experience with content localization
• Advanced interpersonal skills, serving as an ambassador for standards
Information Architect Responsibilities:
• Commit to 8 hours a week for support
• Perform level 1 troubleshooting
• Escalate level 2 concerns to core IA team
• Test new software features in the CMS and Report bugs or identify potential features in the CMS
• Report bugs or identify potential features
• Perform DRM maintenance on monthly, quarterly, or annual basis
• Communicate to writers about changes to procedures, enhancements, or defects
• Advocate for specific to business needs on behalf of customer
• Stay on top of current technology trends and processes
Corporate Security Responsibility
All activities involving access to Mastercard assets, information, and networks comes with an inherent risk to the organization and, therefore, it is expected that every person working for, or on behalf of, Mastercard is responsible for information security and must:
Abide by Mastercard’s security policies and practices;
Ensure the confidentiality and integrity of the information being accessed;
Report any suspected information security violation or breach, and
Complete all periodic mandatory security trainings in accordance with Mastercard’s guidelines.
