Knowledge Manager

Knowledge Manager

Khoros seeking a dynamic and organized Knowledge Manager to join our team. In this role, you will focus on curating, organizing, and sharing knowledge across the organization, ensuring that valuable information is accessible to all employees and that the information is used to improve the overall Khoros customer experience. You will work collaboratively with cross-functional teams to improve processes, capture insights, and support a culture of knowledge sharing. Your efforts will enhance collaboration, streamline operations, and drive informed decision-making. 

The ideal candidate is deeply committed to problem solving on behalf of customers and employees, is tenacious and not afraid to push for results, and enjoys the challenges associated with creating new functions and processes. 

Responsibilities

• Curate Knowledge: Identify, collect, and organize both internal and external knowledge resources to ensure accessibility, relevance, and accuracy. Develop systems for categorizing and tagging information in an easily retrievable format.
• Collaborative Knowledge Sharing: Foster a culture of knowledge sharing across departments. Work closely with teams to understand their needs and ensure that knowledge is effectively shared, leveraged, and applied to improve performance.
• Knowledge Management Tools: Implement, maintain, and optimize knowledge management systems (e.g., Community, Confluence, etc.), ensuring they are user-friendly and aligned with organizational goals.
• Content Creation and Curation: Produce and curate training materials, documentation, guides, and best practices to support knowledge transfer within teams.
• Collaboration with Subject Matter Experts (SMEs): Work alongside SMEs to capture their insights and ensure that the knowledge is documented and shared appropriately across the organization.
• Continuous Improvement: Regularly assess knowledge management practices and tools, seeking opportunities for improvement. Monitor trends in knowledge sharing and recommend best practices for optimizing workflows.
• Training and Support: Provide training and guidance to employees on how to utilize knowledge management systems effectively. Serve as a point of contact for knowledge-related queries and support.
• Encourage Cross-Functional Collaboration: Facilitate the exchange of knowledge between different teams and departments, promoting cross-functional collaboration and innovative problem-solving.

Requirements

• 3+ years working at a SaaS technology company, preferably a mid-size organization that is rapidly evolving.
• 2+ years of writing experience in technical or content authoring in areas such as technical support troubleshooting and process documentation in English.
• 1+ years experience publishing knowledge content to blogs or online communities or knowledge bases.
• 1+ years experience with Confluence and Jira.
• Previous experience in a technical support organization assisting customers in a SaaS environment and contributing to knowledge generation processes.
• Creative self-starter; originates and drives continuous improvement
• Deeply curious and not afraid to take initiative.
• Excellent written and verbal communication skills, with an ability to explain complex concepts clearly.
• Strong organizational and project management skills, with the ability to manage multiple priorities.
• Collaborative mindset with experience working across diverse teams.
• Adept at building out internal process and measurement frameworks.
• Able to manage deadlines and work collaboratively in a fast-paced environment demonstrating flexibility and adaptability.
• Excellent presentation, written, and verbal skills
• Bachelor’s degree  (or equivalent work experience) in Information Management, Business Administration, Communications, or a related field.

Preferred Skills

• 4+ years of experience in knowledge management, information management, or a similar role.
• Understanding of knowledge management principles, systems, and tools.
• Familiarity with using Community as a core element of knowledge management. 
• Familiarity with Community SaaS platforms.