<p>Please note: State agencies that contact job applicants do not usually request personal or financial information via text message or over the phone in connection with your response to a job posting. If you are contacted for such information by these methods, or any other method, please verify the identity of the individual before transmitting such information to that person.</p> <p>Note: For questions about the job posting, please contact the agency that posted this position by using the contact information provided on the "Contact" tab for the position.</p> <p>Review Vacancy</p> <p>Date Posted 05/13/25</p> <p>Applications Due06/04/25</p> <p>Vacancy ID187963</p> <ul> <li>Basics </li><li>Schedule </li><li>Location </li><li>Job Specifics </li><li>How to Apply </li></ul> <p>NY HELPNo</p> <p>AgencyHigher Education Services Corporation</p> <p>TitlePublic Information Specialist 2</p> <p>Occupational CategoryOther Professional Careers</p> <p>Salary GradeHourly</p> <p>Bargaining UnitPS&T - Professional, Scientific, and Technical (PEF)</p> <p>Salary RangeFrom $86681 to $109650 Annually</p> <p>Employment Type Full-Time</p> <p>Appointment Type Temporary</p> <p>Jurisdictional Class Competitive Class</p> <p>Travel Percentage 0%</p> <p>Workweek Mon-Fri</p> <p>Hours Per Week 37.5</p> <p>Workday</p> <p>From 8 AM</p> <p>To 5 PM</p> <p>Flextime allowed? No</p> <p>Mandatory overtime? No</p> <p>Compressed workweek allowed? No</p> <p>Telecommuting allowed? Yes</p> <p>County Albany</p> <p>Street Address 99 Washington Avenue</p> <p>City Albany</p> <p>StateNY</p> <p>Zip Code12255</p> <p>Duties Description 1. Rewrite and update existing knowledge articles to ensure accuracy, clarity, and alignment with current processes and guidelines.</p> <ol start="2"> <li> <p>Develop and maintain training materials tailored to HESC Call Center team needs, focusing on usability and comprehension.</p> </li><li> <p>Create clear, concise, and user-friendly guidance documents to support call center agents in resolving customer inquiries effectively.</p> </li><li> <p>Collaborate with subject matter experts and team leads to gather input and ensure content reflects accurate information and practices.</p> </li><li> <p>Adapt complex technical information into accessible language while maintaining a professional tone.</p> </li><li> <p>Implement a consistent style, format, and structure across documentation to ensure readability and uniformity.</p> </li><li> <p>Identify outdated or redundant materials and revise them accordingly.</p> </li><li> <p>Test and verify written instructions and procedures to ensure usability and accuracy during implementation.</p> </li><li> <p>Provide proactive recommendations for improving the structure and effectiveness of call center documentation.</p> </li><li> <p>Participate in weekly meetings and working groups with communications team and website vendor.</p> </li></ol> <p>Minimum Qualifications 1. 10+ years' experience in writing and updating knowledge articles, training materials, or guidance documents in alignment with organizational processes.</p> <ol start="2"> <li> <p>Experience ensuring consistency in style, formatting, and structure across documentation to uphold readability and uniformity.</p> </li><li> <p>Proficiency in translating complex technical information into clear, accessible language.</p> </li><li> <p>Demonstrated ability to collaborate with subject matter experts and team leads to gather accurate and relevant input for content creation.</p> </li><li> <p>Skilled in identifying and revising outdated, redundant, or unclear documentation to improve effectiveness and relevance.</p> </li><li> <p>Ability to provide proactive recommendations for enhancing the structure and efficiency of documentation used by teams, such as call centers or customer service teams.</p> </li></ol> <p>Additional Comments PREFERRED QUALIFICATIONS:</p> <ul> <li>Excellent writing, editing, and proofreading skills. </li><li>Ability to work independently and in groups towards a common objective </li><li>Ability to work in a fast-paced environment and meet tight deadlines. </li><li>Excellent organizational skills and the ability to multitask. </li><li>Experience working on education-focused websites is a plus. </li></ul> <p>NOTE: HESC's business hours require working between 8:00 a.m. and 5:00 p.m.</p> <p>This position may be eligible for 55b/c designation and candidates with 55 b/c eligibility are encouraged to apply. Candidates must possess the minimum qualifications and a current 55b/c eligibility letter. For 55 b/c consideration, candidates must satisfy at least one of the Open Competitive qualifications listed. For more information on this program, please visit the NYS Department of Civil Service website, 55b/c Recruitment Resources Center (ny.gov).</p> <p>NYS is an equal opportunity employer.</p> <p>Benefits of Working for NYS</p> <p>Generous benefits package, worth 65% of salary, including:</p> <p>Holiday & Paid Time Off</p> <ul> <li>Thirteen (13) paid holidays annually, plus two (2) floating holidays </li><li>Up to Thirteen (13) days of paid vacation leave annually </li><li>Up to Five (5) days of paid personal leave annually </li><li>Up to Thirteen (13) days of paid sick leave annually for CSEA or PEF; up to eight (8) days of paid sick leave annually for M/C </li><li>Up to three (3) days of professional leave annually to participate in professional development </li><li>Initially positions will work full-time in the office and a hybrid telecommuting schedule of up to 50% remote work can be discussed with the hiring manager during the interview . </li></ul> <p>Health Care Benefits</p> <ul> <li>Eligible employees and dependents can pick from a variety of affordable health insurance programs </li><li>Family dental and vision benefits at no additional cost </li></ul> <p>Additional Benefits</p> <ul> <li>New York State Employees' Retirement System (ERS) Membership </li><li>NYS Deferred Compensation </li><li>Access to NY 529 and NY ABLE College Savings Programs, as well as U.S. Savings Bonds </li><li>Public Service Loan Forgiveness (PSLF) </li><li>And many more. </li></ul> <p>METHOD OF APPLICATION: RESUME, to apply, by May 18, 2025, please submit a clear, concise cover letter and resume, to: resumes@hesc.ny.gov indicating that you are applying for the position of Public Information Specialist 2. Please clearly indicate how you meet the minimum qualifications for this position</p> <p>Some positions may require additional credentials or a background check to verify your identity.</p> <p>Name Higher Education Services Corporation</p> <p>Telephone (518) 474-7556</p> <p>Fax 518-473-6685</p> <p>Email Address resumes@hesc.ny.gov</p> <p>Address</p> <p>Street 99 Washington Ave</p> <p>City Albany</p> <p>State NY</p> <p>Zip Code 12255</p> <p>Notes on ApplyingRESUME, to apply, by June 4, 2025, please submit a clear, concise cover letter and resume, to: resumes@hesc.ny.gov indicating that you are applying for the position of Public Information Specialist 2. Please clearly indicate how you meet the minimum qualifications for this position.</p>