Job Description
Job Description
Job Title: Communications Specialist
Pay Rate: $45.00 to $52.00/hr
Location: Boston MA 02115
Duration: 12 months
Notes:
· Hours per week: 40
· Location: Boston, hybrid (3 days onsite)
· Duration: 12 months
Top technical & soft skills:
· Excellent writing and editing skills, with the ability to translate complex service or technical information into clear, user-centered communications
· Service-minded, ideally with some knowledge management or service content experience (e.g., help articles, service portals, self-service environments)
· AI and digital fluency, including comfort using AI tools to support drafting, editing, research, and content refinement, with strong human judgment around accuracy, tone, and usability
· Strong collaboration and stakeholder-management skills; comfortable working across teams and disciplines
· Organized, adaptable, and thoughtful about clarity, consistency, and audience needs
Job Summary:
Seeking a communications specialist to support the modernization of service delivery. This role focuses on helping the community understand, navigate, and effectively use services through clear, consistent, and user-centered communication. The individual in this role will help shape and support communications and content that span both student-facing and administrative operations. Working closely with service owners, CX partners, and operational teams, the role helps translate services, improvements, information, and ways of working into practical, easy-to-understand content that supports adoption and day-to-day use for students, employees, and others around the university. This role will be responsible for ensuring content also supports consistent service delivery, self-service, and emerging AI-powered support capabilities within the ServiceNow platform and the university's unified service portal. This role blends communications, content development, and service-focused thinking to help ensure services are clear, discoverable, and scalable.
Key Responsibilities:
CX Communications and Service Content (45%)
· Develop and deliver communications that support service delivery and operational needs
· Translate service changes, new capabilities, and updated processes into clear, user-focused messages
· Plan and create content that helps students and other community members understand available services, how they work, and how to get help
· Support communications for both student-facing and administrative services
· Partner with service owners and CX teams to ensure content reflects service intent and user needs
Knowledge Management and Content Alignment (35%)
· Create, edit, and maintain knowledge content that supports consistent service experiences across domains
· Contribute to shared standards for knowledge structure, voice, and quality
· Support knowledge used in the ServiceNow platform and unified Service Hub, and AI-powered features that rely on accurate, well-written content
· Work with partners across the university to align distributed knowledge with common practices
· Help ensure knowledge content is clear, accessible, inclusive, and kept up to date
Strategic Collaboration and Continuous Improvement (20%)
· Collaborate with CX leaders, ITS colleagues, and operational partners
· Consult and advise teams on content and communication approaches that improve service clarity and adoption
· Use feedback and service insights to improve content effectiveness over time
· Stay current on trends in customer experience, service communications, and knowledge practices
· Use AI tools to support drafting, editing, research, and content improvement while applying strong human judgment
Required Qualifications:
· Demonstrated experience in communications, content development, or a related field
· Strong writing and editing skills with the ability to present information clearly and practically
· Experience working across teams or domains to align content
· Ability to think about content as part of a broader service or user experience
· Strong collaboration and stakeholder engagement skills
· Sound judgment around clarity, tone, accuracy, and audience needs
Proficiency with Microsoft 365 tools, including Word, SharePoint, Teams, and collaborative workflows