Job Description

Description

About Norstella

Norstella is a premier and critical global life sciences data and AI solutions provider dedicated to improving patient access to life-saving therapies. Norstella supports pharmaceutical and biotech companies across the full drug development lifecycle -- from pipeline to patient. Our mission is simple: to help our clients bring therapies to market faster and more efficiently, ultimately impacting patient lives.



Norstella unites market-leading brands - Citeline, Evaluate, MMIT, Panalgo, Skipta and The Dedham Group and delivers must-have answers and insights, leveraging AI, for critical strategic, clinical, and commercial decision-making. We help our clients:

Accelerate the drug development cycle Assess competition and bring the right drugs to market Make data driven commercial and financial decisions Match and recruit patients for clinical trials Identify and address barriers to therapies




Norstella serves most pharmaceutical and biotech companies around the world, along with regulators like the FDA, and payers. By providing critical proprietary data supporting AI-driven workflows, Norstella helps clients make decisions faster and with greater confidence. Norstella's investments in AI are transforming how data is consumed and decisions are made, disrupting inefficient legacy workflows and helping the industry become more efficient, innovative, and responsive to patient needs.

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We're hiring a Knowledge Manager for our Customer facing learning management system. As the Knowledge Manager at our organisation, you'll champion effective knowledge management across Evaluate & Citeline, reporting to our Head of Customer Training. The role will focus on developing, sign off, auditing, and governance of high-quality content for our customers. The content you facilitate will be pivotal in our transformation strategy as we continue to evolve the support we provide for users of our products.

Knowledge base management: work with Evaluate & Citeline customer facing teams to create a prioritisation and standardization of content including learning journeys, Knowledge Articles, FAQs, tips and contextualised prompts to facilitate self-serve support to deliver impactful user satisfaction. Maintain and evolve a comprehensive knowledge base, through systematic governance. Manage the Product Knowledge Base of several products with distinct user groups with different needs, challenges and opportunities. Cross-functional approach: Work closely with all departments (Product, Customer Success, Marketing, Sales etc) within the business to define and refine your knowledge base content and relevancy. Use your inter-departmental collaboration and governance to stay proactively up-to date with changes that may impact the Product Knowledge Base to drive both adoption of existing products and awareness of additional services. User-Centric Expertise: Actively gather user feedback and assess data and key metrics to ensure they are maximising the value of our products through self-service. Report relevant insights back to internal stakeholders. Content quality and product positioning: Define and craft clear product knowledge content that is on-message, which reinforces the product positioning, personality and brand voice. Ensure all content is of high-quality, both written and visual content, ensuring it is concise, intuitive and user friendly. Seek and act on the voice of our customers & feedback from our customer facing teams to continuously improve content and engagement. Create guidelines for what content is created, and by whom, how it integrates with the rest of the content, and how to keep it from growing stale & develop team on their creation & delivery of this content. Encourage correct and widespread usage of the company's knowledge base, championing the usage. Assess business impact, track the usage and define efficiency of the knowledge base content. Lead, coach and develop a virtual team of authors (champions within their core role) from each department. Establish writing guidelines based on knowledge base best practices and develop the team to ensure they are achieving or surpassing them. Assess the sustainability of and review and modify the knowledge management process and framework.

Role Requirements:

Graduate/post-graduate in any discipline At least 8 years of relevant experience in Knowledge Management processes/methods, client requirements etc A proactive team player who excels in cross-functional ways of working Able to train, guide, collaborate and influence international stakeholders Comfortable with ambiguity and evolving situations Demonstrable attention to detail along with the ability to see the bigger picture Strong communication, organizational, and interpersonal skills Vendor Management experience Experience managing LMS systems (Lessonly) & creating learning content with end-user / learner focus Project Management & management of cross functional teams Familiarity with adult learning methodologies and their application to the external customer environment
Norstella is an equal opportunity employer. All job applicants will receive equal treatment regardless of race, creed, color, religion, alienage or national origin, ancestry, citizenship status, age, physical or mental disability or handicap, medical condition, sex (including pregnancy and pregnancy-related conditions), marital or domestic partner status, military or veteran status, gender, gender identity or expression, sexual orientation, genetic information, reproductive health decision making, or any other protected characteristic as established by federal, state, or local law.



Sometimes the best opportunities are hidden by self-doubt. We disqualify ourselves before we have the opportunity to be considered. Regardless of where you came from, how you identify, or the path that led you here- you are welcome. If you read this job description and feel passion and excitement, we're just as excited about you.



All legitimate roles with Norstella will be posted on Norstella's job board which is located at norstella.com/careers. If a role is not posted on this job board, a candidate should assume the role is not a legitimate role with Norstella. Norstella is not responsible for an application that may be submitted by or through a third-party and candidates should proceed with extreme caution if a third-party approaches them about an open role with Norstella. Norstella will never ask for anything of value or any type of payment during or as part of any recruitment, interview, or pre-hire onboarding process. If you are aware of or have reason to believe a job posting purportedly for a role with Norstella is fraudulent or otherwise not authorized by Norstella, please contact the Company using the following email address: ApplicationHelp@norstella.com.