Knowledgebase Writer

The IKB Writer is responsible for the ongoing governance of a knowledge base, including its overall health and best practices. He/She should encourage correct and widespread usage of the IKB, create guidelines for what information is captured and by whom, and how to keep it from growing stale. The IKB Writer holds a full-time position within the Global Learning Innovation and Design (GLID) Team - Training and Development Group and reports to the Instructional Design Manager.

• Define the knowledge management strategy for the IKB and maintain high quality, up-to-date, and searchable content for audiences of varying skill level.
• Work effectively across the organization with stakeholders, clients, trainers, QA, IDs and subject matter experts to develop and support new and existing products, processes and services.
• Leverage analytics to evaluate business impact, track the usage and define efficiency of the IKB content.
• Establish writing guidelines based on KB best practices.
• Review and implement agent suggestions.
• Implement changes to KB articles based on requests.
• Act as a subject matter expert (SME) on product specifics to ensure and validate article content accuracy.
• Review the IKB proactively and make suggestions updates that need to be made.
• Write new IKB articles as campaigns launch new policies/procedures/products.
• Provide updates on status of articles to stakeholders.
• Implement "change tracking" strategies, to ensure approval of all changes.
• Edit all work for spelling/grammar, conciseness/clarity and accuracy.
• All other tasks assigned.

We are looking for a seasoned technical writer who is passionate about breaking complex processes down into easy-to-follow steps

• Bachelor's degree or equivalent experience in content writing.
• Experience independently creating engaging online articles, guides and user support content.
• Experience and demonstrated competency with writing and graphics tools and apps, including online platforms.
• Deep understanding of applying formatting (headers, bolding, icons, lists, screenshots) to make the most important points standout.
• Ability to analyze data (KPI, Quality, searches, views), identify areas for improvement and create innovative solutions.
• Ability to learn new knowledge and skills quickly, a penchant for self-development.
• Ability to work effectively and collegially with all team members and stakeholders such as Training, Operations, Quality and clients.
• Has the mindset needed for team success – service orientation, collaboration and creating a positive work climate.
• Enjoys a varied pace of working and copes well under pressure.
• Aligned with the Ibex Core Values of Respect, Integrity, Transparency and Excellence.
• Willing to work on a shifting schedule.
• Temporary work from home setup.

• Experience with a knowledgebase as a writer and administrator.
• Understanding of Search Engine Optimization
• Experience leading a team
• Functional understanding of adult learning principles

• Entry level

• Full-time

• Writing/Editing, Customer Service, and Training
• Industries
• Outsourcing and Offshoring Consulting