Communications Specialist
AVID Technical Resources, Boston, MA, United States
Role: Communications Specialist
Duration: 12 month contract, 40 hours a week
Location: Hybrid in Boston, MA (onsite 3 days a week)
Job Description 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 Information Technology Services (ITS) is seeking a communications specialist to support the modernization of service delivery. This role focuses on helping the university 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 student, 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 across the university
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 across the institution
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
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Location: Hybrid in Boston, MA (onsite 3 days a week)
Job Description 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 Information Technology Services (ITS) is seeking a communications specialist to support the modernization of service delivery. This role focuses on helping the university 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 student, 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 across the university
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 across the institution
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
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