Communications Specialist
Job Description
Job Title: Communications Specialist
Pay Rate: $45.00 to $52.00 per Hour
Location: Boston MA
Duration: 12 months
Top technical & soft skills:
Information Technology Services (ITS) is seeking a communications specialist to support the modernization of service delivery. This role focuses on helping the 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 students, 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 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%)
Pay Rate: $45.00 to $52.00 per Hour
Location: Boston MA
Duration: 12 months
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
Information Technology Services (ITS) is seeking a communications specialist to support the modernization of service delivery. This role focuses on helping the 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 students, 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 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
- 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
- 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 to align distributed knowledge with common practices
- Help ensure knowledge content is clear, accessible, inclusive, and kept up to date
- 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
- 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
Meet Your Recruiter
Emily Donahue
Regional Recruiting Manager
- Directs the recruitment efforts for both the Quincy, MA and Providence, RI branches.
- Manages a distributed team of recruiting leads, individual contributor recruiters and account managers.
- Responsible for leading the fulfillment and execution of sourcing, recruiting, sales and business development practices across the region.
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