Knowledge Manager

In this role, you will:

• Own and maintain our Application Production Support knowledge base, which includes organizing all of our content and information management systems and establishing a governance framework to maintain high standards for content accuracy, consistency, and compliance
• Harness data from multiple sources (Service Desk, chatbot, Incidents/ Problem tickets, Confluence) to continuously improve the support and end-user experience, while building out trust systems to validate information or knowledge updates – e.g. implementing a “reinforcement learning from human feedback” (RLHF) process
• Partner with engineering teams to build out the self-fortifying information and knowledge ecosystem and future-proofing our systems for scale

You might thrive in this role if you: 

• Have experience in technical writing, content or knowledge management systems, and knowledge-cantered support (KCS) 
• Possess an understanding of end-user support workflows and are familiar with tools like ServiceNow or similar platforms – but also bring a researcher’s mindset to analyzing and improving these systems. 
• Are skilled in data analysis and can derive insights from Incidents; Problems; Service Requests to continuously improve information, knowledge, and systems 
• Enjoy cross-functional collaboration and working closely with product, engineering and Production Support teams to implement cutting-edge solutions 
• Are a proactive problem-solver and project/program manager.