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Knowledge Management Specialist/Technical Writer

2 months ago

Aalborg, Ålborg Kommune, Denmark RELX Full time
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.

Key Responsibilities
  1. Collaborate with Product Management, Software Engineering, Infrastructure, and Product Support & Implementation Consulting teams to develop and maintain efficient knowledge base processes.
  2. Conduct regular audits of our help articles, manual, online workshops, eLearning courses, client certification exams, and implementation documentation to maintain and ensure all our content.
  3. Curate and manage content in various knowledge management systems and CMSs.
  4. Fulfill requests from internal teams and clients to update articles or create new content on the product help site.
  5. Work 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.
  6. Perform 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.
  7. Support our clients with webinars by answering questions, managing the chat and webinar tools.
  8. Develop a deep understanding of AIS's suite of products.
Requirements
  1. Experience with learning management systems (LMS), knowledge systems, eLearning authoring tools, and instructional design principles.
  2. Experience as a Technical Writer for Software applications, with multimedia authoring tools, graphic design software or a willingness to learn.
  3. Able to manage multiple projects simultaneously while maintaining strict attention to detail.
  4. Able to quickly learn and implement new and complex ideas, relay those concepts to others, and apply them appropriately.
  5. Experience working with cross-functional teams (Marketing, Product, Sales, Support).
What We Offer

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.

  • Flexible working
  • Coverage by the Company's pension and insurance scheme after 3 months of employment
  • Discounted Health Insurance Membership
  • The option of employer paid internet services
  • Generous leave types
  • Access to employee resource groups with dedicated time to volunteer.
  • Access to extensive learning and development resources
  • Access to Well Being & Employee Assistance Programs
  • RECARES days, giving you 2 days per annum to support the charities and causes that matter to you.
  • Access to employee offers and discounts.
  • Additional office location benefits.