Confluence Administrator

Better is the first AI-native mortgage and home equity finance company, revolutionizing one of the largest financial markets in the world. We make home finance radically more transparent; using AI and proprietary technology to eliminate friction from the mortgage process through our industry-leading AI platform, Tinman®, and the first voice-based AI mortgage assistant, Betsy™. Our mission is simple: make homeownership cheaper, faster and more accessible by transforming how people buy and finance homes.  The facts that speak for themselves:  - We’ve funded over $110 billion in loans (more than any other fintech in the US!)    - Raised over $1.2 billion in equity capital to modernize the $15 trillion mortgage industry  - Better’s propriety AI platform makes us an award-winning lender:   - Fintech Breakthrough Award 2025: Best Lending Innovation  - Yahoo! Finance (Jan 2025): Best Mortgage Lender for First-Time Homebuyers – Best for quick approval  - Yahoo! Finance (2025): Best Online Mortgage Lender  - Money Magazine (2025): Best for fast closing  - Forbes (2023): Best Online Mortgage Lender  We’re building the future of home finance—and we’re looking for smart, driven, ambitious innovators who are ready to tackle the most impactful work of their careers.  The Confluence Administrator is responsible for the end-to-end management, organization, maintenance, and optimization of NEONet, NEO Home Loans’ centralized knowledge and training ecosystem. This role ensures all learning materials, operational resources, policies, job aids, and multimedia assets are accurate, accessible, searchable, and aligned with NEO’s standards for quality and learner experience. The administrator is the operational backbone of the NEONet platform, partnering closely with Operations, Production, and other NEO Support Teams to maintain a cohesive, robust, and continuously improving knowledge environment.   This role requires exceptional attention to detail, strong technical capability with Confluence administration, an understanding of mortgage operations, superior content governance discipline, and the ability to manage multiple high-visibility projects simultaneously.   Confluence Platform Administration & Governance ·       Manage full administration of NEONet/Confluence including user management, page permissions, space organization, macros, templates, labels, and navigation. ·       Deactivate, and maintain users in Confluence, and assign appropriate permissions. ·       Develop and maintain page templates, navigation structures, house styles, and visual standards to ensure a consistent learner experience across all NEONet spaces. ·       Maintain a clean, organized page architecture by archiving deprecated content, eliminating duplicate resources, and restructuring spaces based on evolving business needs. ·       Periodically review the Better Confluence pages to identify content that can be repurposed.   Content Management & Publication ·       Manage all NEO training materials and assets including playbooks, policies, job aids, checklists, demos, walkthroughs, Mastermind recordings, operational guides, certification content, and leadership resources. ·       Post all content to NEONet and ensure that every page is properly tagged, labeled, categorized, and linked to related workflows and resources. ·       Maintain an accurate, updated Asset Inventory describing ownership, version control, revision dates, location, and content type. ·       Conduct content formatting and copy/editing to ensure compliance with NEO guidelines, clarity standards, and accessibility best practices. ·       Collaborate with the L&D Technical Writing Team to review and refine content structure, flow, and instructional clarity prior to publication. ·       Ensure all content has clean metadata, consistent naming conventions, and appropriate tagging for optimal search functionality. Content Review Governance & Annual Review Program ·       Conduct quarterly audits to determine which assets are approaching review date. ·       Identify content owners and send email notifications requesting review and updates. ·       Track the review process through completion including reminders, escalations, and validation of updated content. ·       Provide feedback to the technical writing team regarding revisions, outdated material, missing steps, or discovered inconsistencies. ·       Maintain a formal audit log of completed reviews for compliance and operational oversight. ·       Provide synthesized reporting on review cycles, aging assets, and content quality trends. Gap Analysis, Cross-Platform Alignment, & Knowledge Strategy ·       Perform ongoing gap analysis between NEONet and the Better Confluence platform to identify from a NEONet perspective: o   outdated or missing investor guidelines o   procedural gaps o   Tinman process documentation needs o   opportunities to repurpose or integrate Better resources ·       Collaborate with SMEs across Operations, Production, and Support Teams to validate content and ensure all business processes are fully represented within NEONet. ·       Recommend new resources for development. ·       Monitor platform analytics.   Tracking, Reporting, Analytics, & Operational Insights ·       Manage and update the L&D Work in Progress (WIP) Tracker to reflect project status, milestones, content needs, SMEs, blockers, and estimated delivery dates. ·       Develop, maintain, and report on NEONet usage metrics including: o   most viewed pages o   page engagement patterns o   content utilization by role or department ·       Explore options for tracking Rovo usage, user engagement, and unanswered queries. ·       Provide monthly and quarterly insights on trends, gaps, content needs, and opportunities for improved resource design.