Knowledge Management Specialist

Purpose of role

In conjunction with the knowledge and education organisation, be actively involved in and take responsibility for the deployment and ongoing improvements to our knowledge management programs. Working with all functional areas in Keyloop to coach, audit and improve our knowledge bases whilst improving the self-serve culture and delivering against the strategy.  

 

The role will involve the need for a flexible approach, independent and TEAM working, collaboration with key stakeholders from many other departments and a strong ability to communicate across a range of cultures. 

Key Duties & Responsibilities

 

• Act as a master coach and knowledge expert to ensure we maintain a quality and relevant Knowledge Base for internal and customer usage. 

• Actively participate in AI centric initiatives to drive knowledge programs throughout Keyloop. 

• Deliver against the strategic framework outcomes for KCS outlined by senior leadership. 

• Ensure KCS process is frequently audited for quality and deliver master coaching from with the Knowledge management team when necessary.  

• Audit of Content Health, ensuring improvements get raised as part of the KCS evolve loop. 

• Maintenance of knowledge management platforms and continuous improvement of KM workflows. 

• Accountable for content standards and flow for what information is captured, where, by whom, and how it integrates with the rest of the tech stack, and how to keep it from growing stale. 

• Encourage correct and widespread usage of the company's knowledge base through-out Keyloop. 

• Drive  marketing activities to drive customers to self-serve via the customer hub. 

• Any other duties commensurate with the grade and level of responsibility of the role. 

Skills / Knowledge & Experience

• Deep technical knowledge, passion and experience in knowledge centred services. (KCS). 

• An expert who is fully abreast of new thinking in the profession with strong networks . 

• Strong understanding of AI-driven knowledge tools, with a proactive approach to applying them to advance KM strategy. 

• Change Management. 

• Data Analysis. 

• Innovative and creative when approaching new challenges . 

• Experience of coaching others. 

• Positive, can-do attitude with the ability to adapt and work effectively in a changing environment . 

• Excellent and proven cross-functional communication. 

• Excellent organisational skills and able to work with deadlines. 

• Strong analytical skills to effectively identify issues and be able to apply sound conclusions resulting in the right solution, at the right time and at the right cost. 

• Goal orientated – maintains focus on agreed objectives and deliverables.  

• Commercially orientated – keeps commercial aspects continually in mind when taking actions or making decisions.  

• Proven ability to self-motivate and work independently as well as a track record of working professionally and collaboratively as part of a wider team. 

• Ability to build and maintain good relationships. 

• Communicate confidently and effectively, at management level, both in written and verbal form. 

• Highly energised and motivated to effect change and influence the team's approach. 

Essential

• Educational qualifications   

• GCSE or equivalent 5 at Grade C or above including Math’s and English. 

• Educated to college level as a minimum. Including 2 A levels or equivalent. 

Desirable

• Technical / Professional qualifications in  

• Knowledge-Centred service (KCS) Practice certification 

• Knowledge-Centred service (KCS) coaching