Knowledge Management Specialist

| Schaumburg

Job Description:

This position will create knowledge articles for both internal and external consumption.  Confirm the knowledgebase is well maintained, well-structured and content is easy to find and use.  Candidate must be able to work independently, meet established deadlines and work with numerous departments to acquire, update and approve articles.    

  • Compose technical articles, including appropriate metadata, in response to user inquiries and new product releases.

  • Work with distributed authoring teams to acquire and/or import content from other sources to move to a single source repository

  • Ensure the use of effective taxonomy in synonyms, keywords and other metadata.

  • Apply appropriate personalization to articles to maintain the correct security of specific content.

  • Coordinate timely workflow approval of content.

  • Work with other departments to evaluate dynamic guidance logic and build/maintain both logic, end-point articles and guidance articles.

  • Updating articles based on the monitored analytics.

  • Completing periodic structured reviews to confirm content is relevant, usable, up-to-date and assigned correctly. 

  • Occasional coaching of the distributed authoring teams when needed.

  • Attend early user information sessions about new product releases, provide suggestions and critical feedback

  • Work cross-functionally to learn upcoming product features

  • Special projects as assigned

Experience and Skills:

  • Prior technical writing experience of 3+ years

  • BA/BS degree, or an equivalent combination of education and experience

  • Proficiency with Microsoft Outlook and Office Suite – Word, Power Point

  • Previous experience authoring in eGain or another knowledge tool is desired.

  • Understand the difference between content management and knowledge management.

  • Leadership presence – positive confidence – self knowledge

  • Knowledge of changes and enhancements in the software and technical feature documents

  • Attention to detail and analytical skills

  • Strong listening, written and oral communication skills

  • Time management proficiency with focus on project deadlines

  • Ability to quickly grasp and understand complex, technical applications and translate that information into various formats to educate various audiences

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Location

1400 American Lane, Schaumburg, IL 60173
1400 American Lane, Schaumburg, IL 60173

Perks of working here

401(K) Matching
Dental
Health Benefits
Vision
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