Knowledge Manager
Description
Responsibilities
- Knowledge Base Development:
- Design, structure, and maintain a comprehensive knowledge base for internal and external use.
- Create, curate, and update knowledge articles, FAQs, troubleshooting guides, and procedural documentation.
- Ensure content is accurate, concise, and user-friendly.
- Content Governance:
- Establish and enforce standards and processes for knowledge creation, review, and publication.
- Regularly audit knowledge assets to ensure relevance and compliance with organizational policies.
- Monitor usage metrics and feedback to improve content quality and accessibility.
- Collaboration & Training:
- Work closely with support teams, subject matter experts, and product teams to identify knowledge gaps and capture essential information.
- Train support staff on effective use of the knowledge management system.
- Promote a culture of knowledge sharing across the organization.
- Technology Management:
- Select, implement, and manage knowledge management tools and platforms.
- Integrate the knowledge base with customer support systems such as ticketing, chatbots, or CRM solutions.
- Stay informed on industry trends and advancements in knowledge management technology.
- Performance Analysis:
- Track key performance indicators (KPIs) such as article usage, resolution time, and customer satisfaction to assess the impact of the knowledge base.
- Provide regular reports and insights to stakeholders.
- Develop and implement strategies to address performance gaps.
- Customer-Centric Focus:
- Ensure the knowledge base aligns with customer needs and preferences.
- Solicit and incorporate feedback from users to improve content and usability.
Qualifications
- Bachelor’s degree in Information Management, Communications, or a related field.
- 3+ years of experience in knowledge management, technical writing, or customer support roles.
- Strong writing and editing skills, with an emphasis on clarity and organization.
- Excellent collaboration and communication skills.
- Analytical mindset with the ability to use data to drive decisions.
Key Competencies:
- Attention to detail and commitment to quality.
- Problem-solving and critical thinking skills.
- Ability to manage multiple priorities and deadlines.
- Customer-focused approach to content development.