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Knowledge Management Specialist/Technical Writer
3 months ago
About the Role
The Knowledge Specialist role in the Academic Information Systems Global Client Services Knowledge Management team involves collaborating with peers to maintain and enhance customer content. This includes conducting audits of help documentation, eLearning courses, and client community to ensure accuracy and consistency. Additionally, the role requires collaborating with Product, Engineering, and Services teams to update eLearning courses and support content development.
Responsibilities
Collaborating with Product Management, Software Engineering, Infrastructure, and Product Support & Implementation Consulting teams. Develop and maintain efficient knowledge base processes. Ensure accuracy, updates, organization, and curation for effectiveness. Conducting regular audits of our help articles, manual, online workshops, eLearning courses, client certification exams, and implementation documentation to maintain and ensure all our content Curating and manage content in various knowledge management systems and CMSs. Fulfilling requests from internal teams and clients to update articles or create new content on the product help site Working with the team to remain aware of all upcoming releases and the impact those releases will have on any client-facing actions and, therefore, documentation. Create a plan to update all content accordingly. Performing as an administrator to manage our client-oriented LMS. Responsibilities include overseeing notifications, user management, password resets, and course enrollment. The role also involves generating reports and tracking analytics to monitor the client content journey. Supporting our clients with webinars by answering questions, managing the chat and webinar tools. Developing a deep understanding of AIS’s suite of products.
Requirements
Experience with learning management systems (LMS), knowledge systems, eLearning authoring tools, and instructional design principles. Experience as a Technical Writer for Software applications, with multimedia authoring tools, graphic design software or a willingness to learn. Able to manage multiple projects simultaneously while maintaining strict attention to detail. Able to quickly learn and implement new and complex ideas, relay those concepts to others, and apply them appropriately. Experience working with cross-functional teams (Marketing, Product, Sales, Support)
Work in a way that works for you
We promote a healthy work/life balance across the organisation. We offer an appealing working prospect for our people. With numerous wellbeing initiatives, shared parental leave, study assistance and sabbaticals, we will help you meet your immediate responsibilities and your long-term goals.
Working for you
We know that your well-being and happiness are key to a long and successful career. These are some of the benefits we are delighted to offer
