Title: Partner and User Education - Knowledge Base Manager

Work Location: Ann Arbor, Michigan

Experience Level: Mid-Senior Level

ITHAKA's mission is to expand access to knowledge and education around the world. Our services-Artstor, JSTOR, Portico, and Ithaka S+R-enable people everywhere to learn, to grow, and to overcome historical barriers to education. In carrying out our mission, we feel a deep responsibility to each other and our well-being, and are committed to building and sustaining a diverse, equitable, and inclusive workplace.

The Role

We are looking for a highly-organized, empathetic, and experienced Knowledge Base Manager to lead efforts to provide accurate and easy to use self-service support. This position is part of the Partner and User Education team which, along with Partner and User Support, makes up ITHAKA's Partner and User Services department. The Education team provides training and education for ITHAKA products, including JSTOR, Artstor and JSTOR Forum, and serves a rapidly expanding international user community of research and academic institutions. The team is responsible for a wide range of activities, including the delivery of online product education and self-service support via knowledge bases to users of our products and services.

ITHAKA's knowledge bases are some of the most important tools used by the Support team to provide service to individual and institutional users of our products. The Knowledge Base Manager will work closely with colleagues on this team to develop content and ensure that the knowledge bases meet the needs of the internal teams as well as users of our products.

Responsibilities

The Knowledge Base Manager is responsible for knowledge base strategy and development for JSTOR and related products. The knowledge bases provide critical self-help information for external users and are key to helping internal staff provide efficient service and support. The Knowledge Base Manager demonstrates leadership, effective communication, problem-solving, coaching, and teamwork.

Regular duties include:

• Create and implement a strategic plan for management and delivery of support content via knowledge base software, working across teams to identify priorities and align with department and organizational goals.
• Develop and maintain knowledge bases for JSTOR, Artstor, and JSTOR Forum.
• Maintain a working knowledge of the features and functionality of our products and services and liaise with Support and Product Teams and other subject matter experts across the organization to develop content that addresses user needs.
• Uphold and improve standards and best practices for writing and publishing processes ensuring article accuracy, consistent style, and professionalism throughout our knowledge bases.
• Optimize our knowledge bases for AnswerBot through regular content audits and collaboration with our Support team.
• Promote knowledge-centered service methodologies across the organization through our support channels, web/product design, SEO, etc., with the goal to reduce incoming support tickets.
• Analyze usage to track performance of our support sites and understand trends in user behavior to inform and propose improvements to knowledge bases and product platforms.
• Engage with team OKRs to evolve our Knowledge Bases through agile experimentation and evidence-based decision making.
• Other tasks as assigned.

Required Qualifications

• Bachelor's degree or equivalent.
• 3+ years experience managing and creating content for a complex knowledge base.
• Experience in customer service or a related field, with a passion for delivering exceptional service.
• Detail-oriented with excellent analytical and problem solving skills and the ability to create and document internal workflows and best practices.
• Excellent communication skills; the ability to communicate in a professional and concise manner both verbally and in writing.
• Fine-tuned interpersonal skills and a demonstrated ability to work in a collaborative team environment.

Desired Qualifications

• Experience building a knowledge base with Zendesk Guide.
• Experience with content strategy and information architecture.

Work for ITHAKA

At ITHAKA we believe in openness and equity. Part of living those values is our commitment to clarity about salary, so candidates know what to expect. The pay range for this position is $68,000 - $75,000 per year. Base pay may vary with job-related knowledge, skills, experience, market location, and geography. Our total compensation package includes a no-cost health insurance premium option, an employer-funded retirement plan, and a generous paid time off program for all benefits-eligible staff.

We are committed to our organizational values of belonging, evidence, speed, teamwork, and trust. We take inclusion seriously. Belonging is one of our core values, and it shows in our vibrant culture. People from a wide range of backgrounds work at ITHAKA, and we believe that unique perspectives help us realize new insights and build better solutions.

We want to work with people who are passionate about ideas like these and who wish to contribute their perspectives and talents to ITHAKA's mission. We enthusiastically welcome applications from people of all underrepresented backgrounds and credentials. We want to hear your story and include your perspective in the transformative work we aim to do.

Learn more about Working at ITHAKA.

Apply Now:

Interested candidates can submit their resume, a detailed cover letter, and salary requirements.

We are proud to be an Equal Opportunity/Affirmative Action employer. All qualified applicants receive consideration for employment without regard to race, color, sex, national origin, gender identity, sexual orientation, age, religion, domestic violence victim status, veteran status, disability, history of disability or perceived disability, or other status protected by law.

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