5.0 - 10.0 years

5 - 10 Lacs

Bengaluru, Karnataka, India

On-site

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 Conduct regular audits of the knowledge base to identify outdated, inaccurate, or redundant content and ensure its continuous improvement.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.

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