Job Description:
W. W. Norton & Company is seeking an enthusiastic, energetic, and
intelligent individual to join the team supporting Norton’s digital
products. The Product Accessibility Specialist will support students,
instructors, and administrators using our educational software and
digital product offerings. Unique among publishers, W. W. Norton
"grows readers for life," from preschool through middle
school, high school, college, and beyond. While known for being the
nation’s largest independent, employee-owned book publishing firm, W.
W. Norton also has a growing list of digital applications that serve
students, instructors, and general readers. W. W. Norton is dedicated
to building inclusive learning experiences for higher education and
high school. The Product Accessibility Specialist will join a
first-rate team of product specialists, project managers, business
analysts, UX designers, engineers, and QA analysts to create
exceptional products for Norton’s customers. The Product Accessibility
Specialist will also work closely with the team of Service Desk
Agents. The Product Accessibility Specialist will have an opportunity
to monitor accessibility practices. The ideal candidate is
detail-oriented, eager to learn, and able to work independently. This
position reports to the Director of Engineering, Accessibility, and Standards.
Essential Job Responsibilities Include:
- Support adopters of Norton’s products as the primary point of
escalation for accessibility concerns. Support adopters of Norton’s
products as the primary point of escalation for accessibility
concerns.Work with Service Desk Agents to provide assistance for
Level 3 customer support and to provide high-quality technical
support for accessibility.
- Respond to and diagnose issues through communication with
end-users (through a case management system).
- Provide answers to digital product users (students and
instructors) by identifying problems, researching answers, and
guiding users through corrective steps.
- Track and troubleshoot reported accessibility issues and document resolutions.
- Develop a technical understanding of expected product behavior to
effectively ticket bugs in JIRA and troubleshoot issues reported by end-users.
- Work with the Service Desk Agents in outlining workarounds to
problems, defining protocols to follow, and in crafting customer communication.
- Work with the Project Manager and Product Manager in prioritizing
issue resolution.
- Communicate information on accessibility issue trends to the
Project Manager and Product Manager.
- Work with internal teams to provide related product support for accessibility.
- Work closely with other team members to help outline accessibility
requirements based on support incidents and/or defects found in our
digital product offerings.
- Translate user-facing accessibility issues into recommendations to
improve products and improve overall customer experience.
- Regularly review existing products for accessibility issues or
regressions and document changes required. Oversee the creation,
management, and revision of customer-facing accessibility
documentation (i.e. FAQ, quick start guides, help notes, product
release notes, etc.) for all Norton digital products with input from
other team members.
- Working with the business analyst, help define accessibility
standards for both internal and third-party groups.
- Advise Editorial, Production, Sales, and Marketing about the ways
Norton can make materials more accessible to all students and
instructors.Create and update internal accessibility documentation
for use by media editorial, marketing, production, quality assurance
and other Norton teams.
- Design and assist with internal and external training on the
accessibility of our educational software products.
- Work to establish comprehensive and detailed technical knowledge
of the product line.
- Responsible for staying abreast of development plans as they arise
and recommending additional support as needed.
- Function as an authority on accessibility, staying ahead of trends
in disability advocacy, universal and inclusive design, and web
standards. Communicate through regular updates to Product Manager
and/or Project Managers the status of assigned work, support
incidents, or documentation updates.
- Communicate regularly with the Service Desk agents to provide an
update on support incidents, bugs or requests.
- Suggest improvements within our workflow, process, protocol, and
documentation (when appropriate).
- Participate in staff meetings, Agile ceremonies (sprint planning),
and training sessions.
- Regularly consult with other accessibility advocates embedded in
other groups throughout the company.
Please note - this job description is not designed to cover all
activities required of the employee.
