Content Governance Specialist

2 days ago

Marikina City, National Capital Region, Philippines beBeeKnowledgeBase Full time $60,000 - $80,000
Job Description

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 Knowledge Base Writer will 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.

He/She will leverage analytics to evaluate business impact, track the usage and define efficiency of the IKB content. The goal is to maintain high quality, up-to-date, and searchable content for audiences of varying skill levels.

Responsibilities
  1. Define the knowledge management strategy for the IKB.
  2. Maintain high-quality, up-to-date, and searchable content.
  3. Work with stakeholders and clients to develop and support products, processes and services.
  4. Use analytics to evaluate business impact and track usage.
  5. Establish writing guidelines based on KB best practices.
  6. Review and implement agent suggestions.
  7. Implement changes to KB articles based on requests.
  8. Act as a subject matter expert (SME) on product specifics.
  9. Review the IKB proactively and suggest updates.
  10. Write new IKB articles as campaigns launch new policies/procedures/products.
  11. Provide updates on article status to stakeholders.
  12. Implement 'change tracking' strategies.
Required Skills and Qualifications
  • Bachelor's degree or equivalent experience in content writing.
  • Experience independently creating engaging online articles, guides and user support content.
  • Deep understanding of applying formatting to make points standout.
  • Ability to analyze data and identify areas for improvement.
  • Ability to learn quickly and develop new skills.
  • Strong collaboration and communication skills.
  • Alignment with company core values.
  • Ability to adapt to changing priorities and pace of work.
Benefits
  • Full-time position within the GLID Team - Training and Development Group.
  • Opportunities for professional growth and development.
  • Collaborative and dynamic work environment.
Others

Other tasks may be assigned as needed.

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