Communications Specialist - Service Experience

Title Communications Specialist - Service Experience Position Type Contract role-12 months Location Boston MA 02115 (Hybrid-3 days onsite) 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 Summary Information Technology Services (ITS) is seeking a communications specialist to support the modernization of service delivery across Northeastern University. 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. 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 Qualifications 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 #J-18808-Ljbffr