Sr Information Architect

Job description

DESCRIPTION

The Device, Digital, and Alexa Support organization is seeking a thoughtful, creative, and innovative Sr. Information Architect to join our Support Experience team. Support Experience is a global team producing support content for customers and internal Customer Service associates. You'll be part of a multi-disciplinary team to design innovative support experiences so that they can be scaled and sustained globally and across multiple channels.

The Sr. Information Architect will have a significant impact on our business as they own and lead the architectural direction for the next-generation Help experience, tackling our most difficult problems and working with a high degree of ambiguity. You will collaborate with engineers, product managers, designers, ontologists, and other information architects to design metadata models to connect authoring, publishing, delivery, and client environments throughout the content journey.

The ideal candidate is a self-starter who is passionate about designing models that deliver best-in-class customer experiences, maximize engineering deliverables, and minimize authoring and production effort.

The Sr. Information Architect will:
· Develop a deep understanding of customer journeys and align content and search infrastructure so that customers can more readily discover the information to resolve their problem.
· Develop metadata models and standards to define and organize our customer support content.
· Advise content strategists, product managers, engineering teams, and leadership on solutions and changes to the customer experience, content architecture, and content and search infrastructure to enable the discoverability of relevant content in all contexts.
· Establish methods for evaluating the quality of the search experience and identifying gaps in the models.
· Establish metadata management processes and governance.
· Contribute to team goal setting and future state vision for content discoverability.
· Drive and coordinate cross-functional projects with a broad range of content strategists, product managers, engineers, designers, and other groups that may include architecting new metadata-based content solutions.
· Own requirements related to metadata-based content solutions, metrics, and process improvements.

PREFERRED QUALIFICATIONS

·
· Master’s degree in Information/Library Science
· Demonstrated experience with headless web content systems
· Experience in a large multinational organization
· Experience interpreting and communicating analytics
· Experience with usability testing and user experience optimization
· Experience with best practices in adaptive/responsive web design
· Proven record of developing new ideas and creative solutions
· Experience interpreting and communicating analytics
· Experience working in an Agile environment
Amazon.com is an Equal Opportunity Employer – Minority /
Women / Disability / Veteran / Gender Identity / Sexual Orientation / Age.

Desired profile

BASIC QUALIFICATIONS

· BS degree in Information/Library Science or equivalent work experience
· 5+ years of experience working in Information Science, Library Science, Knowledge Management, or related field
· 3+ years of relevant experience with SaaS, content management, user experience development, API object design and architecture, and/or taxonomy development
· Familiarity with interoperability standards including SKOS (Simple Knowledge Organization System), RDF (Resource Description Framework), and OWL (Web Ontology Language)
· Solid understanding of user experience and strong search engine optimization (SEO) skills
· Demonstrated experience with HTML, XML, DITA and an enterprise-wide content management system (CMS)
· Experience supporting a multi-language, global publications environment
· Experience with producing content across multiple channels
· Demonstrated project/program management experience
· Ability to translate business needs into long-term IA solutions
· Ability to communicate effectively cross-functionally
· Strong written and oral communications