Digital Content Specialist

Job Description

Job Description

Job title: Digital Content Specialist

Reports to: VP, Business Process Transformation

Department: Merchant Solutions

Location: Alpharetta, GA 

Grade: 16

About Priority: 

Priority Commerce is a leading financial technology company on a mission to deliver a personalized, easy-to-adopt financial toolset that accelerates cash flow and optimizes working capital for businesses. Our vision is to eliminate the barriers to unlocking revenue - empowering businesses to grow faster and operate smarter.

We achieve this through the Priority Commerce Engine, an innovative platform that combines payables, acquiring, and banking and treasury solutions. This unified approach allows businesses to streamline financial operations, reduce unnecessary costs, and uncover new revenue opportunities.

At Priority Commerce, we're driven by results. We expect our people to be known for results - bringing expertise, momentum, and relentless focus to every challenge, helping our clients and each other thrive.

About the Role:

The Digital Content Specialist owns the creation, organization, maintenance, and continuous improvement of digital content supporting Client Service and other Service Teams across the organization. The role serves as the primary administrator and content steward for Confluence and supports the implementation and expansion of Atlassian Rovo, using AI-powered search and knowledge capabilities to help Service representatives access accurate information in real time. The Digital Content Specialist partners with Client Service, Product, Technology, Operations, and other business teams to identify knowledge gaps, improve content quality, establish content governance, and expand Confluence and Rovo across Service Teams.

Responsibilities: 

Digital Content & Confluence Management

• Own the day-to-day management and administration of digital content within Confluence.

• Create, organize, publish, and maintain knowledge articles, procedures, FAQs, troubleshooting guides, and other service documentation.

• Establish and maintain a consistent content structure, taxonomy, navigation, and standards across Confluence spaces.

• Regularly review content for accuracy, relevance, completeness, and usability.

• Identify outdated, duplicate, or missing content and coordinate updates with appropriate subject matter experts.

• Develop and maintain content governance, including ownership, review cycles, version control, and publishing standards.

• Translate complex technical and operational information into clear, actionable content for Service Teams.

• Monitor content usage and identify opportunities to improve the employee experience.

Rovo & AI Enablement

• Support the implementation and ongoing optimization of Atlassian Rovo within Client Service.

• Develop and maintain the knowledge foundation required for Rovo to provide accurate and useful responses.

• Partner with Client Service leadership and Technology teams to identify high-value use cases for AI-assisted knowledge retrieval.

• Test and evaluate Rovo responses to identify content gaps, inaccuracies, and opportunities for improvement.

• Establish processes for monitoring and continuously improving AI-generated results.

• Help define appropriate governance, permissions, and content-access practices to protect proprietary and sensitive information.

• Train and support Service Teams in effectively using Rovo as part of their daily workflows.

• Expand the use of Confluence and Rovo from Client Service to additional Service Teams across the organization.

Service Team Enablement