Contract: Intranet Manager

Upwork ($UPWK) is the world’s work marketplace. We serve everyone from one-person startups to over 30% of the Fortune 100 with a powerful, trust-driven platform that enables companies and talent to work together in new ways that unlock their potential.  

Last year, more than $3.3 billion of work was done through Upwork by skilled professionals who are gaining more control by finding work they are passionate about and innovating their careers. 

This is an engagement through Upwork’s Hybrid Workforce Solutions (HWS) Team. Our Hybrid Workforce Solutions Team is a global group of professionals that support Upwork’s business. Our HWS team members are located all over the world.

This individual will manage Upwork’s intranet. They will interact with users to build and maintain pages, organize and publish content, promote best practices for communication and collaboration. They will assist in migrating internal-facing content to the intranet, support overall company knowledge management, and ensure a seamless user experience for our people by making sure the right content is in the right place. The ideal candidate is customer service-oriented, a strong communicator, experienced with virtual collaboration technologies, detail-oriented, and able to balance competing priorities.

Sound like you? Read on…

Immediately, you’ll work beside the Technical Program Manager to build and implement the intranet for Upwork’s remote workplace. You’ll participate in cross-team collaborations to understand business requirements, support teams in building new pages and migrating content, and facilitating launch activities. This will provide a strong foundational experience to manage, maintain, and improve content management across our intranet post-launch.

Work/Project Scope:

• Collaborate with content owners to define engaging content strategies and provide guidance on creating and organizing content within the intranet platform.
• Manage and maintain content architecture, with emphasis on end-users being able to maintain their own content. Offer expertise in structuring and optimizing content for easy navigation, searchability, and user engagement.
• Write and maintain Standard Operating Procedure (SOP) documents, workflows, and training materials that define technical/security requirements, governance guidelines, and user-friendly instructions. 
• Monitor and edit user-generated content for appropriateness, communicating standards and expectations as needed.
• Promote user adoption through user and site manager training, consultation, and support of existing functionality. Assist users by building training documents and providing guidance with intranet-related tasks to enable self sufficiency.
• Partner closely with the Internal Communications, IT, HR, and leadership teams to increase visibility and awareness of important company news. 
• Partner with cross-functional internal stakeholders to develop workflows and tools to improve the employee experience (e.g., new hire onboarding, internal events, etc.).
• Create and monitor reports for governance, status, and performance purposes. Analyze and prepare usage reports and communicate results to internal stakeholders.
• Manage and monitor groups and users, including permissions levels.
• Become an expert on the intranet platform, serve as primary point of contact in the vendor relationship, monitor new releases, and help communicate new functionality.  Identify and communicate opportunities to the vendor for process and quality improvements, providing feedback on usage, defects, and suggested enhancements.
• Perform periodic intranet QA activities such as proofreading content or testing newly-developed features. Periodically update existing content to ensure currency of information.
• Serves as a point of escalation for support issues, which may include interaction with the vendor and other internal stakeholders such as corporate IT.

 

Must Haves (Required Skills):

• Proven experience in Intranet technical support, platform or website administration, internal communications, or related field; experience in a remote/hybrid work environment is preferred.
• Critical thinker with the ability to understand the end user experience and how to translate technical language into layman’s terms that is intuitive for a global audience. 
• Advocate for technology and change with a passion for supporting remote organization effectiveness through enabling collaboration and communication technology. 
• Strong project and program manager, with demonstrated project management skills including the ability to meet deadlines. 
• Comfortable working collaboratively, virtually, and independently in a complex, global organization, across time zones and with different cross-functional teams.