Job Description

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Team Overview

The Global Operations Care and Servicing Knowledge Management Team manages and maintains the internal knowledge platform that enables agents to quickly access accurate, up-to-date policies, procedures, and operational guidance needed to support customers effectively. The team oversees the end-to-end knowledge content lifecycle, including stakeholder collaboration, review, approval, and publication, ensuring all content meets quality, governance, and compliance standards. Through continuous improvement and optimization of knowledge resources, the team drives consistency, efficiency, and informed decision-making across the Operations organization.
This is a remote position which may require occasional in-person attendance at work-related events at the discretion of management.

And Core Responsibilities

• Create and maintain clear, user-friendly knowledge articles that support compliance with company policies and federal/state regulations.
• Simplify complex procedures and translate technical or policy-driven information into easy-to-understand content for diverse audiences.
• Optimize knowledge base content, structure, and search functionality to improve the user experience and operational efficiency.
• Conduct keyword research and implement search optimization strategies to improve content discoverability and accessibility.
• Analyze usage trends, search behavior, and user feedback to identify opportunities for continuous improvement.
• Recommend and implement enhancements to content organization, linking, and knowledge management processes.
• Develop scalable content that can be effectively leveraged across multiple channels, audiences, and business functions.
• Identify agent pain points and knowledge gaps using analytics tools and available reporting resources to drive informed improvements.
• Communicate effectively with stakeholders at all levels, tailoring messaging and deliverables to meet diverse needs.
• Independently manage priorities and multiple projects while demonstrating strong technical proficiency and advanced English communication skills.

Required Knowledge And Experiences

• Bachelor’s degree in Business, Communications, Marketing, or a related field preferred or a minimum of 3-5 years in content writing role.
• Demonstrates strong listening, communication, and consultative skills, with the ability to understand stakeholder needs and provide effective recommendations.
• Experience working with Content Management Systems (CMS), including creating, maintaining, and administering content within CMS environments.
• Strong presentation and interpersonal skills, with the ability to engage professionally and effectively with diverse audiences across the organization and with external partners.
• Proven ability to work both independently and collaboratively in team environments, manage multiple priorities, and exercise sound judgment regarding issue resolution and escalation.

For positions based in South Africa, preference will be given to suitably qualified candidates from designated groups in line with the company's Employment Equity plan and targets.

Should you not hear from TransUnion within 3 weeks from applying, please regard your application as unsuccessful.

Employment with TransUnion GCC Africa requires that you work from a fibre‑ready home environment that supports confidential and comfortable day‑to‑day work. You may be based anywhere in South Africa with fibre connectivity; however, working outside of South Africa is not permitted. A minimum 100/100 Mbps fibre line is required and must be installed or upgraded by day one of employment. As a credit bureau, certain roles also require a clear credit record.

TransUnion Overview:

At TransUnion, our Workforce for Good is built on purpose, impact, and opportunity. We empower our people to grow, innovate, and make a meaningful difference for our communities and customers all while being supported to thrive both professionally and personally. With a strong focus on flexibility, wellbeing, and collaboration, you’ll work with exceptional people across the globe, pioneering products, and cutting‑edge technology that truly matters.

At TransUnion GCC Africa, you’ll join a purpose‑driven organisation that invests in its people through competitive rewards, comprehensive benefits, and meaningful career development. We offer permanent work‑from‑home flexibility, wellbeing support for you and your family, and access to global exposure and accredited learning so you can grow your career while maintaining balance.

TransUnion Job Title

Specialist I, Consumer Training and Policy Development