Knowledge Management Specialist

Job Description

JOB SUMMARY:  

The knowledge Management Specialist (KMS) will play a critical role in ensuring that customer cares knowledge base Is well organized, accessible, and up to date. The ideal candidate will manage and optimize the internal systems and processes used by employees and customers to ensure quick access to accurate and relevant information. This role supports the Care teams goal of improving customer service, agent efficiency, effectiveness and overall operation performance.

PRINCIPAL FUNCTIONAL RESPONSIBILITIES:

• Develop, maintain and manage the KB and processes used by internal and external stakeholders
• Regularly review, update, and approve articles submitted by SME’s to ensure articles adhere to the CWG Style Guide
• Categorize and tag knowledge content for easy retrieval and usability
• Work Cross Functionally with Salesforce IT team to ensure the salesforce platform is fully optimized and aligned with the business needs
• Regularly update, create, and approve KB articles to reflect product updates, new policies, and changes in service procedures including housing and updating spec books within the KB
• Manage internal communication processes to ensure employees are up to date on product, process, policy, etc changes
• Manage the SME process to approve and publish submitted articles
• Collect and analyze feedback from stakeholders regarding the usability and relevance of knowledge base articles.
• Analyze feedback and reporting to implement improvements in the knowledge base processes, design, and delivery of the knowledge base
• Create, maintain, and document standardize processes for Knowledge Management workflows
• Ensure knowledge management processes comply with industry standards and organizational policies
• Promote culture of knowledge sharing by encouraging agents to contribute insights, articles, and best practices to the knowledge base
• Foster collaboration and communication cross functionally to ensure knowledge is effectively disseminated to those who need it

ESSENTIAL QUALIFICATIONS AND SKILLS:

• Ability to assess and interpret data to identify knowledge gaps, track usage, and make informed decisions on content improvements
• Proficient in creating clear, and user friendly documentation including KB articles and guides
• Strong written and verbal communication skills to effectively collaborate with cross-functional teams, explain complex concepts simply
• Familiarity with knowledge management tools and systems
• Ability to work closely with internal teams such as product, operations, IT, Sales to ensure the KB reflects the most up to date info
• Ability to manage multiple tasks and prioritize effectively in a fast paced environment. Skilled at handling projects from inception to completion
• A keen eye for detail when reviewing content for accuracy and consistency, ensuring the knowledge resources are reliable and high quality
• Ability to quickly adjust to changes in technology, processes, or business needs, and ensure that the KB remains up to date relevant

Salary starting at $55,000

ShiftFull or Part TimeFull time

Cabinetworks Group (the “Company”) is an equal opportunity employer and we want to have the best available persons in every job. The Company makes employment decisions only based on merit. It is the Company’s policy to prohibit discrimination in any employment opportunity (including but not limited to recruitment, employment, promotion, salary increases, benefits, termination and all other terms and conditions of employment) based on race, color, sex, sexual orientation, gender, gender identity, gender expression, genetic information, pregnancy, religious creed, national origin, ancestry, age, physical/mental disability, medical condition, marital/domestic partner status, military and veteran status, height, weight or any other such characteristic protected by federal, state or local law. The Company is committed to complying with all applicable laws providing equal employment opportunities. This commitment applies to all persons involved in the operations of the Company regardless of where the employee is located and prohibits unlawful discrimination by any employee of the Company.

Cabinetworks Group is an E-Verify employer. E-Verify is an Internet based system operated by the Department of Homeland Security (DHS) in partnership with the Social Security Administration (SSA) that allows participating employers to electronically verify the employment eligibility of their newly hired employees in the United States. Please click on the following links for more information.

E-Verify Participation Poster: English & Spanish

E-verify Right to Work Poster: English, Spanish