Knowledge Manager

Software Support Plano, Texas


Description

Responsibilities

  1. 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.
  2. 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.
  3. 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.
  4. 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.
  5. 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.
  6. 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.