Associate Knowledge Management Specialist

Job Description

BASIC JOB FUNCTIONS / RESPONSIBILITIES:

• Curate and maintain knowledge base library content, in partnership with product and process subject matter experts, to understand new products or changes to existing products.

• Partner with the training team to ensure training material is accurate.

• Consistently monitor knowledgebase usage and interaction through the use of metrics and dashboards. Use data derived from analysis of customer and internal knowledgebase interactions to inform and prioritize improvements to the knowledgebase.

• Provide internal customers with the content and tools to optimize agent efficiency including reducing inbound contacts and improving the closure rate, as well as provide external customers with information needed to facilitate self service.

• Compile analytics and other customer feedback to identify opportunities for improvement and make actionable recommendations.

• Conduct thorough research by studying drawings, specifications, and mockups.

• Develop & maintain installation, configuration, how-to-documentation, and online help for consumers and employees.

• Work closely with subject matter experts to understand complex technical concepts.

• Track, analyze and report on critical KPI's on a regular cadence by using data visualization to assist decision-makers in effectively interpreting data to arrive at insights.

• Manage daily operations of knowledgebase related activities, including content creation and review, workflows, user account maintenance, non-English content maintenance, and organization of content.

• Serve as a primary liaison in communications with internal departments regarding project deliverables, product launch activities, knowledgebase application maintenance, and other operational knowledgebase activities.

• Perform other work as required or requested.