The Knowledge Manager acts as gate-keeper to key documentation for multiple Implementation and Data Quality groups. This resource will govern and maintain document procedures for EWS Activations ensuring all content leveraged is clear, consistent and allow Specialists and other resources to move seamlessly and accurately through their project cycles, and training endeavors.
The ideal candidate will have excellent interpersonal skills, as well as the ability to adapt and change as projects evolve, while maintaining the expectations of the role. They will have the creativity to think "outside the box" and bring new ideas to EWS Activations. They will be a self-starter that works independently, but is not afraid to request assistance as needed.
What you'll do
Develop and manage the documentation for projects, SOPs, Job Aids, EWS Activation Training and any related tasks associated with EWS Activations, and maintain documentation updates regularly and consistently.
Establish documentation review/ updates processes with key stakeholders - i.e. Program Managers, Client Training, EWS Activations Training, Team Leads, Key Initiative Leader, etc.
Maintain central hub and repositories for internal and external implementation. Manage, review, and update knowledge base content material, ensuring redundant and antiquated content is decommissioned
Work with Legal, Compliance, and Security to obtain approval of all EWS Activations documents and material, where applicable.
Participate in related meetings around Implementation and Technology Changes.
Coordinate as needed with Leadership, partners and any other areas necessary to ensure updated and consistent messaging and content, across all platforms.
Review internal and external feedback to inform changes in functionality and content used to educate customers and employees
What experience you need
5+ years of experience in a client facing role providing service, training, or technical support.
Strong written acumen, and copy editing ability. An expert at proofreading, and editing for grammatical accuracy.
Strong ability to create engaging and effective visual aids: slide decks, user guides, etc.
Excellent organization skills with the abilities to meet deadlines and maintain confidentiality.
Understands the duties of an Implementation Specialist/Data Quality Analyst and required tasks and systems leveraged throughout the implementation cycle.
Experience with the following tools/software: Workfront, Confluence, GSuite Programs, UltraEdit, Microsoft Excel.
What could set you apart
Experience with Canva, and Adobe Pro, or other strong ability to create engaging and effective visual aids.
A working knowledge of Client Implementations and the impact each team has on the client experience and our related business objectives.
