The Role
At Instructure, we believe in the power of people to grow and succeed throughout their lives. Our goal is to amplify that power by creating intuitive products that simplify learning and personal development, facilitate meaningful relationships, and inspire people to go further in their education and careers.
We do this by giving smart, creative, passionate people opportunities to create awesome.
And that's where you come in:
The Knowledge Manager is a critical role within our Professional Services organization, responsible for the development, implementation, and maintenance of our internal knowledge base. This role will ensure our team has easy access to the information they need to deliver exceptional service to our clients. The Knowledge Manager will collaborate with various teams to capture best practices, document processes, and create a centralized repository of knowledge that drives efficiency, consistency, and continuous improvement.
What you will be doing:
- Knowledge Base Development and Maintenance:Review current knowledge management across the organization. Design and implement a cohesive knowledge management strategy and establish best practices to maintain and navigate this knowledge within existing company knowledge management systems.
- Content Curation and Quality Control: Develop and implement processes for content creation, review, and updates. Work with subject matter experts to ensure accuracy, consistency, and relevance of information. Establish quality control measures and feedback mechanisms.
- Collaboration and Communication: Collaborate with various teams, including service delivery, solution architecture, product development, and sales, to gather information and ensure the knowledge base reflects the latest service offerings, and best practices.
- Process Improvement: Continuously evaluate the effectiveness of the knowledge management system and identify areas for improvement. Analyze usage data, gather feedback from users, and stay up-to-date on industry best practices.
- Training and Promotion: Develop and deliver training programs on how to access and utilize the knowledge base effectively. Create awareness campaigns and promote knowledge sharing within the organization.
- Metrics and Reporting: Track key metrics, such as usage rates, search effectiveness, and user satisfaction, to demonstrate the value of the knowledge management system. Provide regular reports to leadership on performance and identify areas for improvement.
- Content Strategy: Ensure content is aligned with business goals and user needs. Contribute to the development of content governance and standards.
What you will need to know/have:
- Bachelor's degree in a related field (e.g., Information Science, Library Science, Business Administration) preferred.
- 3-5 years of experience in knowledge management, technical writing, or a related field.
- Strong organizational and project management skills.
- Excellent communication and interpersonal skills
- Technical aptitude and familiarity with knowledge management tools and technologies.
- Attention to detail and a strong focus on quality control.
- Experience in a professional services environment is a plus.
Get in on all the awesome:
- We offer competitive, meaningful benefits in every country where we operate. While they vary by location, here's a general idea of what you can expect:
- Competitive compensation and participation in Instructure’s equity program
- Flexible schedules and a remote-friendly culture, with hybrid or onsite work based on business needs
- Generous paid time off, including global holidays and our annual “Dim the Lights” company-wide shutdown from December 26th to December 31st
- Comprehensive wellness programs and mental health support
- Annual learning and development stipends to support your growth
- Your choice of Mac or PC, plus the tools you need to do your best work
- A culture rooted in inclusivity, support, and meaningful connection
We’ve always believed in hiring the most awesome people and treating them right. We know that the more diverse we are, the more diverse our ideas will be — and when we openly welcome those ideas, our environment is better and our business is stronger.
All Instructure employees are required to successfully pass a background check upon being hired.
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The Company
What We Do
Instructure is helping people grow from the first day of school to the last day of work. More than 30 million people use its Canvas and Bridge platforms for learning management and employee development.
