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Communications Specialist - Service Experience
Job Description
The Panther Group is seeking a W2 Contract (12 months with potential to extend) Communications Specialist – Service Experience (Technology) to support a leading university in modernizing and enhancing its service delivery experience.
This role is ideal for a strong communicator who excels at transforming complex service or technical information into clear, user-centered content.
This position plays a key role in improving how students, faculty, and staff understand and engage with university technology services through clear communication, knowledge content, and digital service platforms.
Kind Note: This role is not available for Visas or C2CÂ
Position Overview
You will partner closely with service owners, CX teams, and operational stakeholders to create and maintain communications and knowledge content that supports a seamless service experience. Your work will directly contribute to improving self-service capabilities, content clarity, and adoption of services across the university community.
This role blends communications, content strategy, and service design thinking, with an emphasis on clarity, usability, and consistency.
Key Responsibilities Service Communications & CX Content (45%)
- Develop clear, user-focused communications supporting service delivery and operational updates
- Translate complex service changes into easy-to-understand messaging
- Create content that helps users navigate services and find support efficiently
- Support both student-facing and administrative communications
- Partner with CX teams and service owners to align messaging with user needs
- Create, edit, and maintain knowledge articles and service content
- Support content standards including structure, tone, and consistency
- Ensure knowledge content supports ServiceNow and unified service portal environments
- Improve clarity, accessibility, and usability of content across platforms
- Keep documentation accurate, current, and user-friendly
- Work cross-functionally with CX leaders, ITS teams, and stakeholders
- Provide guidance on communication and content best practices
- Use feedback and analytics to continuously improve content effectiveness
- Stay current on trends in customer experience, knowledge management, and service communications
- Leverage AI tools to support drafting, editing, and research while applying strong editorial judgment
- Experience in communications, content development, knowledge management, or related field
- Strong writing and editing skills, with the ability to simplify complex information
- Experience working across teams to align messaging and content
- Strong understanding of user experience or service-focused communication
- Excellent collaboration and stakeholder management skills
- Strong attention to detail, tone, clarity, and audience needs
- Proficiency in Microsoft 365 (Word, SharePoint, Teams, etc.)
- Experience with ServiceNow, knowledge bases, or service portals
- Familiarity with customer experience (CX) or service design principles
- Experience using AI tools for content creation or editing support
Pay range $45.45 - $52.45 an hour depending on experience
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