Knowledge Base Specialist

2 days ago

Baguio City, Cordillera, Philippines beBeeContent Full time $60,000 - $80,000
Job Overview

The successful candidate will play a pivotal role in shaping the accuracy, relevance, and quality of our knowledge base. This involves developing a comprehensive knowledge management strategy, creating and maintaining high-quality content, and leveraging analytics to evaluate business impact.

Key Responsibilities
  • Content Development: Develop and maintain accurate, up-to-date, and searchable content for various audiences.
  • Collaboration: Work closely with stakeholders, clients, trainers, QA, IDs, and subject matter experts to create and support new and existing products, processes, and services.
  • Analytics and Evaluation: Utilize data to assess business impact, track usage, and identify areas for improvement.
  • Writing Standards: Establish and enforce writing standards based on best practices.
  • Agent Support: Review and implement agent suggestions to enhance content quality.
  • Article Updates: Implement changes to KB articles as requested.
  • Subject Matter Expertise: Serve as an SME on product specifics to ensure article accuracy.
  • Proactive Review: Regularly review the KB and suggest updates to improve content.
  • New Content: Create new KB articles as campaigns launch new policies, procedures, or products.
  • Status Updates: Provide stakeholders with updates on article status.
  • Change Tracking: Implement strategies to ensure approval of all changes.
  • Edit and Proofread: Review and edit work for spelling, grammar, clarity, and accuracy.
Requirements

We are seeking an experienced technical writer who excels at breaking down complex processes into easy-to-follow steps.

  • Bachelor's Degree or Equivalent: In content writing or a related field.
  • Experience: Creating engaging online articles, guides, and user support content independently.
  • Technical Skills: Proficiency in writing and graphics tools, including online platforms.
  • Formatting and Style: Ability to apply formatting (headers, bolding, icons, lists, screenshots) to highlight key points.
  • Data Analysis: Analyze data (KPIs, Quality, searches, views) to identify areas for improvement and develop innovative solutions.
  • Self-Development: Willingness to learn new knowledge and skills quickly.
  • Collaboration and Teamwork: Ability to work effectively with team members and stakeholders.
  • Adaptability and Flexibility: Comfortable working in a fast-paced environment with shifting priorities.
  • Alignment with Core Values: Demonstrates respect, integrity, transparency, and excellence in all interactions.

This is a full-time position within the Global Learning Innovation and Design Team - Training and Development Group, reporting to the Instructional Design Manager.

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