Knowledgebase Governance Specialist

2 days ago

Cainta, Calabarzon, Philippines beBeeContent Full time ₱5,000 - ₱7,000
Job Overview

The Knowledgebase Writer is responsible for the governance of a knowledge base, ensuring its health and best practices. This role encourages correct usage, creates guidelines, and maintains content quality. The writer holds a full-time position within the Global Learning Innovation and Design Team and reports to the Instructional Design Manager.

Key Responsibilities
  • Define a knowledge management strategy and maintain high-quality content for various skill levels.
  • Collaborate with stakeholders to develop and support products, processes, and services.
  • Leverage analytics to evaluate business impact and track usage.
  • 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 article content accuracy.
  • Review the IKB proactively and suggest updates.
  • Write new IKB articles as campaigns launch new policies/procedures/products.
  • Provide status updates on articles to stakeholders.
  • Implement 'change tracking' strategies to ensure approval of all changes.
Requirements

We seek a seasoned technical writer who can break down complex processes into easy-to-follow steps.

  • Bachelor's degree or equivalent experience in content writing.
  • Experience creating engaging online articles, guides, and user support content.
  • Proficiency with writing and graphics tools, including online platforms.
  • Ability to analyze data (KPI, Quality, searches, views), identify areas for improvement, and create innovative solutions.
  • Ability to learn quickly, with a penchant for self-development.
  • Collaborative mindset, service orientation, and a positive work climate.
  • Adaptability under pressure.
  • Alignment with the Ibex Core Values of Respect, Integrity, Transparency, and Excellence.
  • Flexibility in working arrangements.
Desired Qualifications
  • Experience with a knowledgebase as a writer and administrator.
  • Understanding of Search Engine Optimization.
  • Leadership experience.
  • Functional understanding of adult learning principles.

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