Knowledge Management Specialist

2 days ago

Cavite City, Calabarzon, Philippines beBeeContent Full time $55,000 - $75,000
Job Overview

The Knowledgebase Writer is responsible for maintaining a knowledge base's overall health, best practices and ensuring correct usage of the base.

This role requires creating guidelines for information capture and management, as well as strategies to prevent stagnation.

Responsibilities
  • Develop a comprehensive content strategy and create high-quality, up-to-date, and searchable content for diverse audiences.
  • Collaborate with stakeholders, trainers, QA, IDs, and subject matter experts to develop new products, processes, and services.
  • Use analytics to evaluate business impact and track content efficiency.
  • Establish writing standards based on KB best practices.
  • Implement agent suggestions and review KB article updates.
  • Act as a subject matter expert (SME) on product specifics to ensure accurate content.
  • Proactively review the knowledge base and suggest necessary updates.
  • Write new articles as campaigns launch policies/procedures/products.
  • Provide status updates on articles to stakeholders.
  • Implement change tracking strategies to ensure approval of all changes.
  • Edit work for spelling/grammar, conciseness/clarity, and accuracy.
  • Other tasks as assigned.
Requirements
  • A seasoned technical writer passionate about breaking complex processes into easy steps.
  • Bachelor's degree or equivalent experience in content writing.
  • Experience creating engaging online content independently.
  • Proficiency in writing and graphics tools, including online platforms.
  • Deep understanding of formatting principles to highlight key points.
  • Ability to analyze data, identify areas for improvement, and create innovative solutions.
  • Quick learner with a penchant for self-development.
  • Ability to work effectively with team members and stakeholders.
  • Team-oriented mindset with a focus on service, collaboration, and a positive work climate.
  • Varied work pace and ability to thrive under pressure.
  • Alignment with core values of respect, integrity, transparency, and excellence.
  • Flexibility with scheduling.
  • Temporary remote work setup.
Desired Qualifications
  • Experience with knowledge bases as a writer and administrator.
  • Understanding of Search Engine Optimization.
  • Leadership experience.
  • Functional understanding of adult learning principles.
Work Environment
  • Full-time position.
Key Responsibilities
  • Writing, editing, customer service, and training.
Industry
  • Outsourcing and offshoring consulting.

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