Knowledge Management Specialist

2 days ago

Mandaluyong City, National Capital Region, Philippines beBeeContent Full time ₱2,500,000 - ₱4,000,000
Key Roles and Responsibilities

The IKB Writer is a critical role within the organization, responsible for ensuring the ongoing governance of a knowledge base.

They 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.

This role requires a high level of expertise in content creation, analysis, and management, as well as excellent communication and interpersonal skills.

The IKB Writer reports directly to the Instructional Design Manager and works closely with stakeholders, clients, trainers, QA, IDs, and subject matter experts to develop and support new and existing products, processes, and services.

Job Description

The IKB Writer's primary responsibility is to define the knowledge management strategy for the IKB and maintain high-quality, up-to-date, and searchable content for audiences of varying skill levels.

This involves working effectively across the organization to develop and support new and existing products, processes, and services, leveraging analytics to evaluate business impact, track usage, and define efficiency.

The IKB Writer also establishes writing guidelines based on KB best practices, reviews and implements agent suggestions, and implements changes to KB articles based on requests.

Additionally, they act as a subject matter expert (SME) on product specifics to ensure and validate article content accuracy, review the IKB proactively, and make suggestions for updates that need to be made.

They write new IKB articles as campaigns launch new policies/procedures/products, provide updates on the status of articles to stakeholders, implement 'change tracking' strategies, and ensure approval of all changes.

Minimum Qualifications

Applicants must have a bachelor's degree or equivalent experience in content writing, with a proven track record of independently creating engaging online articles, guides, and user support content.

They must demonstrate competency with writing and graphics tools and apps, including online platforms, and have a deep understanding of applying formatting (headers, bolding, icons, lists, screenshots) to make important points stand out.

Applicants should be able to analyze data (KPIs, Quality, searches, views), identify areas for improvement, and create innovative solutions.

They must also be able to learn new knowledge and skills quickly, have a penchant for self-development, and work effectively and collegially with all team members and stakeholders.

A willingness to adapt to changing priorities and workloads is essential, as is alignment with the Ibex Core Values of Respect, Integrity, Transparency, and Excellence.

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