Content Developer Content Developer Job Type: Permanent, full-time. Salary: Starting at $65,000-$70,000 CAD, with excellent benefits provided. At the CCTS, our mandate is to review and resolve telecommunications and television complaints after interaction between the customer and their service provider has failed to produce a satisfactory outcome. The CCTS provides a free and impartial service to Canadians. We represent an organization of unbiased, fair and highly dedicated professionals who understand the needs of disputing parties, and who diligently investigate and work towards resolutions that reflect and respect the needs of both parties. Our Culture: Located in our nation’s beautiful capital, the CCTS is a dynamic and growing organization that highly values its people. We foster a workplace that is supportive and emphasizes the importance of work-life balance. We value diversity and we strongly believe in supporting the growth and development of our employees, who come from varied personal and professional backgrounds. The environment is welcoming, collegial, collaborative and team oriented. At this time, all CCTS employees are working in a hybrid work model. Your Role: Reporting to the Manager, Knowledge Management, the Content Developer is responsible for designing, building, and curating knowledge and learning resources for different audiences at the CCTS-CPRST. Utilizing existing and newly created knowledge within the organization, the Content Developer is a central role in codifying and maintaining resources to support the onboarding and continued growth of our employees, as well as, educating and supporting our participating service providers and customers. Your Responsibilities: Work with subject matter experts to create and maintain knowledge materials in English and French to support internal and external stakeholders of the complaint handling process Review usage and effectiveness of knowledge content to identify knowledge gaps and improvement opportunities Assist project teams and process owner to identify training needs, gaps, and opportunities Create training resources for different audiences in English and French including, but not limited to: new employees, existing employees, remote, hybrid, client-service roles, internally-facing roles, front-line, and management Utilize a Learning Management System to review effectiveness of created training, using a data-driven approach to continuously improve training content Make determinations of how to leverage various principles of learning for increased knowledge retention and positive transfer of learning material Leverage a variety of different training styles in the creation of training content (blended, on/off-the-job, e-learning, classroom, etc.) Work with different stakeholders within the CCTS to support employee success, and appropriate content creation. Incorporate feedback from subject matter expert and training facilitators into content resources. Support external content materials including LOOP (customer service and complaint handling software), complaint process information for service providers and customers, etc. Maintain Intranet site content and provide support to departmental and project content administrators Other duties may be reasonably assigned. You should apply if: You have a minimum two years’ experience in a similar role You have relevant post-secondary education, such as a degree/diploma in business administration, human resources, education, or organizational development Certification in learning and development, such as CPLP (Certified Professional in Learning and Performance) an asset Your communications and interpersonal skills are top notch, and you have a knack for motivating and influencing others You understand diversity, equity, and inclusion principles You have strong client service skills, and are skilled in relationship management You preferably have knowledge of Learning Management Systems (LMS) and other e-learning You have impeccable professional writing skills in both official languages. Particularly, with the ability to adapt communication to a wide variety of parties Our ideal candidate is proactive, creative, and able to leverage organizational strategy in their daily work. A strong communicator, they pull on their skillset to support knowledge content, leveraging internal tools and processes, and aligning them with best business practices. They have excellent command of both of Canada’s official languages, and are comfortable working in either as needed. Working with different stakeholders to support employee success, they show a strong client-service oriented approach. They exhibit proven analytical, problem-solving and critical thinking skills, using good judgement in decision making. Finally, they are extremely organized in their approach to managing multiple priorities within tight deadlines, with a strong ability to maintain attention to details while keeping an eye on the big picture. Interested candidates should prepare a résumé and cover letter to apply. Only candidates selected for an interview will be contacted. The CCTS welcomes all applicants and encourages candidates from diverse backgrounds and people with disabilities to apply to join our team of dedicated professionals. The CCTS will make every reasonable effort to accommodate prospective candidates under any of the protected grounds of discrimination. Should you need an accommodation in relation to a job opportunity or testing or require this posting in an alternate format, please make the request as soon as possible. All requests for accommodation will be considered in a fair and objective manner that will ensure applicants are treated with respect and dignity. Information received in relation to accommodation measures will be addressed confidentially. Email