Digital Content Specialist

Digital Content Specialist

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• Identify outdated, duplicate, or missing content and coordinate updates with appropriate subject matter experts.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

• Work directly with Service Team leaders and subject matter experts to understand their information and knowledge needs.
• Build and maintain content that enables representatives to quickly resolve client questions and issues.
• Support the development of a centralized and scalable knowledge-management strategy.
• Identify recurring questions, production issues, process gaps, and other opportunities for new or improved content.
• Partner with teams to convert tribal knowledge and undocumented processes into accessible digital content.
• Support onboarding and ongoing training by ensuring Service Teams have current and reliable knowledge resources.

Continuous Improvement & Analytics

• Establish metrics to measure content quality, adoption, search effectiveness, and Rovo utilization.
• Analyze search and usage trends to identify knowledge gaps and opportunities for improvement.
• Use feedback from Service Teams to continuously improve content and the overall knowledge experience.
• Identify opportunities to automate content-management and reporting processes.
• Stay current on developments in AI-powered knowledge management, Confluence, Rovo, and related technologies.

What Success Looks Like:

This role helps transform Confluence from a static documentation repository into a centralized, continuously improving knowledge platform, while leveraging Rovo to make that knowledge available to Service Teams in real time. The Digital Content Specialist plays a critical role in creating the foundation for an AI-enabled Service organization, where employees can quickly access trusted information, resolve issues more efficiently, and continuously improve the knowledge available across the organization.

Candidate Requirements: Required Qualifications

• 3+ years of experience in digital content management, knowledge management, technical writing, documentation, operations, or a related field.
• Experience working with Confluence or similar knowledge-management/documentation platforms.
• Strong written and verbal communication skills with the ability to simplify complex information.
• Strong organizational skills and attention to detail.
• Experience collaborating with cross-functional teams and subject matter experts.
• Ability to manage multiple content initiatives and competing priorities.
• Strong problem-solving and analytical skills.
• Ability to learn new technologies and translate them into practical business solutions.

Core Competencies

• Content Management: Creates clear, accurate, and actionable digital content.
• Knowledge Management: Understands how to capture, organize, maintain, and distribute organizational knowledge.
• AI Enablement: Understands how high-quality knowledge content enables effective AI-powered tools.
• Customer/Service Focus: Designs information around the needs of the people using it.
• Collaboration: Builds strong relationships with subject matter experts, technology teams, and Service leadership.
• Continuous Improvement: Proactively identifies gaps and opportunities to improve processes and content.
• Technology Curiosity: Quickly learns and applies emerging technologies to solve business problems.
• Attention to Detail: Maintains a high standard for accuracy and consistency.

Work Environment & Culture:

We believe that performance and experience go hand in hand - an exceptional employee experience is earned through contribution. We are a results-driven team, grounded in our core values: ownership, authenticity, service, trust, innovation, and camaraderie. Our culture is built for those who want to make an impact. We challenge each other to grow, celebrate progress, and support one another through shared goals and real connection. Whether you're building technology, serving clients, or supporting internal teams, you'll be part of a company that empowers you to perform at your best and be known for results.

Compensation and Benefits:

Compensation range: $70k - $85k We invest in the whole employee - personally and professionally. Our benefits package is designed to support your well-being, growth, and success - both inside and outside of work.

Financial Wellness

• Bonus programs
• 401(k) match
• Employee Stock Purchase Program (ESPP)
• HSA and FSA options
• Financial wellness resources and employee discount programs

Health & Well-being

• Medical, dental, and vision coverage
• Mental health support for employees and dependents through Lyra Health
• Family planning and women's health benefits through Carrot
• Gym membership reimbursement and virtual wellness programs (including yoga)

Time Off

• 3 weeks PTO to start, with unlimited PTO after year one

Growth & Development

• Education expense reimbursement
• Leadership development programs
• Certified Payments Professional (CPP) certification support

We believe great performance starts with feeling supported - and we've built our benefits with that in mind.

Traditional Physical Requirements:

• Requires prolonged sitting, standing, bending, stooping and stretching.
• Requires the ability to lift 10 pounds.
• Requires eye-hand coordination, manual dexterity and a normal range of hearing and vision (with or without correction).

Join our team at Priority Technology Holdings, Inc. and be part of a dynamic and innovative company that is transforming the financial technology landscape. Together, we can shape the future of payments and banking solutions while providing unmatched value to our clients.