L&D Specialist at BJAK enhancing employee engagement and culture through execution - heavy learning programs. Focus on practical initiatives aligned with company values in a hybrid setting.
About the role
- Sr Knowledge Manager enhancing internal knowledge base at Disney. Focused on technical writing and customers' support for efficient collaboration and communication.
Responsibilities
- Focuses on knowledge creation and strategy for internal knowledge base: D Tools IT
- Technical Writing – creating and publishing FAQs, how-to articles, feature comparisons, and descriptions for request forms
- Knowledge Strategy – maintain a bird’s-eye view of all content in the knowledge base
- Design the knowledge base to remove redundancy and encourage regular updates
- Create images as needed for content; partner with graphic designers to implement CSS styles
- Track article views, search terms, and other data to make decisions on new or updated content
- Ensure new and updated articles are made available to international teams
- Monitor reports from the IT service portal, Help Desk team, and internal social media
- Email, support channels, bugs, new feature announcements
- Test and provide feedback on new functionality and QA support during upgrades
Requirements
- Minimum of 5+ years of experience writing technical documentation
- Experience in customer-facing communications or relations role within a technology organization (IT organization or Enterprise Software vendor)
- Ability to gather information from SMEs (service managers, developers) to produce written documentation for business users
- Demonstrated strong written and verbal skills; can turn complex concepts into easy-to-understand resources
- Flexible, versatile writing across different media types
- Customer empathy – ability to anticipate questions from a diverse audience, and answer those questions in documentation
- Optimism/resilience - can remain positive during article review process
- Experience designing, maintaining, and managing a large knowledge base
- Intermediate-to-advanced experience with HTML 5 and CSS 3 for web layout and design
- Experience managing and updating knowledge in ServiceNow
Benefits
- Full range of medical benefits
- Bonuses and/or long-term incentive units
- Professional development opportunities
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