Senior Knowledge Base Governance Specialist

2 weeks ago

Porac, Philippines beBeeKnowledgeBase Full time ₱30,000 - ₱50,000
Job Overview

This role involves overseeing the governance of a knowledge base to ensure its overall health and adherence to best practices. The successful candidate will promote proper usage, develop guidelines for information capture and maintenance, and prevent content from becoming outdated. As part of the Global Learning Innovation and Design (GLID) Team - Training and Development Group, you will report directly to the Instructional Design Manager.

Main Responsibilities
  • Create and maintain high-quality, up-to-date, and easily searchable content for diverse audiences.
  • Collaborate effectively with various stakeholders, clients, trainers, QA, IDs, and subject matter experts to develop and support new and existing products, processes, and services.
  • Analyze data to evaluate business impact, track usage, and define efficiency metrics for the knowledge base content.
  • Establish writing standards based on KB best practices.
  • Review and implement agent suggestions.
  • Implement changes to KB articles based on requests.
  • Serve as a subject matter expert (SME) on product specifics to ensure and validate article content accuracy.
  • Proactively review the knowledge base and suggest updates that are necessary.
  • Develop new IKB articles as campaigns launch new policies/procedures/products.
  • Provide status updates on articles to relevant stakeholders.
  • Implement 'change tracking' strategies to ensure approval of all modifications.
  • Edit work for spelling/grammar, conciseness/clarity, and accuracy.
  • Perform other tasks assigned by management.
Requirements

We are seeking an experienced technical writer who can break down complex processes into clear steps.

  • Bachelor's degree or equivalent experience in content writing.
  • Proven ability to create engaging online articles, guides, and user support content independently.
  • Demonstrated expertise with writing and graphics tools and apps, including online platforms.
  • A deep understanding of applying formatting (headers, bolding, icons, lists, screenshots) to highlight key points.
  • Ability to analyze data (KPI, Quality, searches, views), identify areas for improvement, and develop innovative solutions.
  • Capacity to learn new knowledge and skills quickly and maintain a penchant for self-development.
  • Effective collaboration and communication skills when working with team members and stakeholders such as Training, Operations, Quality, and clients.
  • A service-oriented mindset, with a focus on teamwork, collaboration, and creating a positive work environment.
  • Adaptability in a fast-paced environment and ability to cope well under pressure.
  • Alignment with the Ibex Core Values of Respect, Integrity, Transparency, and Excellence.
  • Willingness to work flexible hours and adapt to changing schedules.
Preferred Qualifications
  • Experience as a writer and administrator in a knowledgebase environment.
  • Familiarity with Search Engine Optimization principles.
  • Leadership experience.

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