Knowledge Manager

Responsibilities

• Knowledge Management Strategy & System Ownership:

• Develop, define, and execute a comprehensive knowledge management (KM) strategy aligned with business objectives, identifying key knowledge needs and gaps.
• Own and administer the knowledge management system (KMS) or platform, ensuring its optimal functionality, usability, and integration with other tools (e.g., CRM, ITSM).
• Drive the adoption and utilization of the KMS across relevant departments and teams.

• Content Development & Curation:

• Oversee the creation, review, and publication of high-quality, accurate, and relevant knowledge articles, FAQs, guides, troubleshooting steps, and other documentation.
• Work closely with Subject Matter Experts (SMEs) across departments (e.g., Product, IT, Operations, Legal) to capture critical information and translate complex topics into clear, concise, and user-friendly content.
• Implement content governance processes, including content lifecycle management (creation, review, approval, retirement).
• Ensure content is optimized for searchability, readability, and consistency in tone and style.

• Performance Monitoring & Optimization:

• Define and track key metrics for knowledge base effectiveness (e.g., content usage, search success rates, deflection rates, CSAT impact).
• Analyze data and user feedback to identify areas for improvement in content, structure, and system functionality.
• Conduct regular audits of the knowledge base to identify outdated, inaccurate, or redundant content and ensure its continuous improvement.

• Training & Advocacy:

• Develop and deliver training programs for content contributors and users on KM processes, best practices, and effective use of the KMS.
• Champion a knowledge-sharing culture within the organization, promoting collaboration and the proactive contribution of knowledge.
• Act as the central point of contact for all knowledge management-related queries and initiatives.

• Collaboration & Stakeholder Management:

• Collaborate cross-functionally with various teams (e.g., Customer Support, IT, Product, Training, Marketing) to ensure knowledge is aligned with operational needs and product updates.
• Manage relationships with vendors for KM tools or services, if applicable.