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Internal Knowledge Base Manager

Job Seekers Ireland Project Management Technology

Job Summary

  • Dublin City Centre
  • Contract
  • BBBH765587
  • Aug 31, 2020
  • Competitive
Job Description

Our Client a Leading technology Company is seeking a Internal Knowledge Base Manager to join the team!

We are looking for talented, passionate team players, mission driven professionals to join our team. We are looking for you to join a team who can build a future together that empowers billions of people around the world and who are advocates for our customers globally.

Responsibilities

  • Knowledge lifecycle and ownership: Develop an end to end knowledge process. Build effective partnerships across the content supply chain to simplify the model for who creates what content, how it is maintained and communicated across the org
  • Establish centralized knowledge rights management standards and train the organization on expectations
  • Design and implement the strategy for unstructured information to meet business goals and increase search performances using tools such as templates and tags
  • Manage the operations global roll out of the knowledge taxonomy and structure including how content owners comply with the taxonomy, how platform owners maintain the taxonomy, and building a baseline of tagged content
  • Develop and oversee the process to convert external and internal content such as SOPs to KM articles, ensuring all content is properly structured and housed in the right repositories for ease of long-term management and searchability performances
  • Performance partnership: Collaborate closely with Help, Fraud and Compliance, to develop a robust understanding of content performance and feedback mechanism across teams and drive recommendations and actions of what to do as a result
  • Leadership: Lead cross-functional teams in designing new ways of working that make us collectively smarter and more effective
  • Support organizational transition to a well-managed content ecosystem
  • Ownership and designing of the Knowledge Management system: Understand the system functionality, design and customize to meet business needs. Mentor other teams on how to use the system right. Collaborate with engineers and product teams to implement improvements and to drive product feedback.

Minimum Qualifications

  • 6+ years of experience in knowledge management or program management of content-intensive customer service projects at least half of which has been in a hands-on
  • Demonstrated critical thinking experience and adept collaboration within fast-paced, agile, team environments
  • Experience implementing knowledge management systems and knowledge standards
  • Experience in direct content management, including strong understanding of how knowledge management systems work, and strong content analytics
  • Experience measuring impact against operational metrics
  • Very strong communication, negotiation, and presentation skills
  • Ability to work with cross-functional teams
  • Experience in knowledge optimization processes, driving knowledge quality and consistency improvement, increasing search accuracy

Morgan McKinley is acting as an Employment Agency and references to pay rates are indicative.

BY APPLYING FOR THIS ROLE YOU ARE AGREEING TO OUR TERMS OF SERVICE WHICH TOGETHER WITH OUR PRIVACY STATEMENT GOVERN YOUR USE OF MORGAN MCKINLEY SERVICES.

Consultant Details

Consultant Details

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Nichole Desmond
  • Consultant | Compliance Recruitment
  • 353 (0) 21 2300300
  • ndesmond@morganmckinley.com