Content Analyst & Communication Specialist

This role focuses on developing, updating, and maintaining clear, accurate documentation including SOPs, job aids, customer letters, and process materials. It also supports customer communications, process improvement, and training initiatives across Customer Service. The specialist collaborates cross-functionally to ensure consistency, regulatory compliance, and a strong user experience while supporting change and innovation.

Key Responsibilities:

Create and update SOPs, job aids, process flows, and customer communications

Collaborate with SMEs and leadership to document and improve operational processes

Ensure documentation consistency, integrity, and regulatory alignment

Support continuous improvement efforts and training materials development

Partner with business units to identify and address process changes

Participate in emergency/storm support roles as needed

Qualifications:

Bachelor’s degree

5+ years in process documentation and communications

Strong writing, organization, and project management skills

Experience with continuous improvement methodologies and Microsoft Office tools

Utility or regulated environment experience a plus

Knowledge of Rhode Island Energy’s systems and policies is preferred