Knowledge Base Governance Specialist

1 day ago

Paranaque City, Calabarzon, Philippines beBeeKnowledgebase Full time ₱400,000 - ₱800,000
Job Description

The IKB Writer is responsible for the ongoing governance of a knowledge base, including its overall health and best practices. This role encourages correct and widespread usage of the IKB, creates guidelines for what information is captured and by whom, and how to keep it from growing stale.

Responsibilities
  • Define the knowledge management strategy for the IKB and maintain high-quality, up-to-date, and searchable content for audiences of varying skill levels.
  • 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.
  • Leverage analytics to evaluate business impact, track usage, and define efficiency of the IKB content.
  • Establish writing guidelines based on KB best practices.
  • Review and implement agent suggestions.
  • Implement changes to KB articles based on requests.
  • 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.
  • Write new IKB articles as campaigns launch new policies, procedures, or products.
  • Provide updates on the status of articles to stakeholders.
  • Implement 'change tracking' strategies to ensure approval of all changes.
  • Edit all work for spelling, grammar, conciseness, clarity, and accuracy.

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