Job Description

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Knowledge Specialist

Job brief

The Knowledge Specialist will be responsible for the end-to-end management of the NICE Knowledge Management Systems (KMS). From meeting with stakeholders to develop/write content, quality assurance of the material, and publishing the content for use by our internal and external stakeholders. The person will work closely with Subject Matter Experts (SME\'s) across NICE Domains (Support, Services, Cloud) to ensure that all published materials is clear, consistent, and free of errors.

This position will also be responsible for ongoing maintenance and monitoring of the NICE KMS ensuring that all content is relevant, searchable, and updated in accordance with NICE standards.

Responsibilities

• Supports corporate wide teams to develop, edit, and produce knowledge, evidence-based lessons learned, best practices, and ensuring that all materials are produced in a standard format.
• Maintains the knowledge repositories within the organization, specifically the knowledge base, but may include other repositories.
• Provides guidance and technical support to project teams to initiate and maintain knowledge management practices.
• Improves processes through better use of knowledge in conjunction with the business units.
• Reviews and edits content for grammar, spelling, punctuation, and syntax errors.

• Editing content and following up with owners to ensure updates are completed on schedule.
• Managing and enforcing the KMS structure including but not limited to templatizing, indexing, updating, and ensuring no duplicate KA\'s exist in the system.
• Writing headlines and summaries of Knowledge Articles.
• Ensuring appropriate tagging to ensure searchability.
• Analysis of the Knowledge bases to monitor overall health and utility.
• Expanding Knowledge across domains

Requirements and skills

• Proven work experience as a KMS Manager, Content Editor, Web Editor, or similar role
• Excellent English writing and editing skills.
• Attention to detail.
• Hands-on experience with Content Management Systems (ServiceNow, SharePoint)
• Ability to work in a global, collaborative team environment.

• Ability and willingness to work in a highly dynamic environment

• Excellent communication and organizational skills
• Excellent presentation skills

Education Requirement:

\xe2\x80\x8bBachelor of Science in Business, Information Systems, Computer Science, Project Management or related field or equivalent experience required.\xe2\x80\x8b

Experience Requirement:

\xe2\x80\x8b4-5 years working to actively contribute knowledge to the organization as either a Knowledge Manager or similar capacity.

• Project Management experience
• Hands-on experience with Content Management Systems (Service Now, SharePoint)
• Strong technical writing/editing skills.
• Excellent oral and written communication skills in English
• Excellent analytical skills to analyze metrics/data and make decisions.
• Ability to disseminate technically complex concepts into a simplified and well-organized format.
• The ability to collaborate, get consensus across different teams, and establish productive relationships.
• Strong client orientation, with an understanding of client needs and concerns.
• Strong organizational skills
• Ability to work with multiple people and departments.
• Ability to work independently with little supervision.
• Ability to work in a global, collaborative, and dynamic team environment.
• Highly proficient in Microsoft Office (Outlook, Word, Excel, and PowerPoint) as well as Visio

Experience Preferred:

• \xe2\x80\x8bKnowledge Centered Support (KCS) certification.

\xc2\xb7 Experience with Salesforce CRM functionality

\xc2\xb7 Familiarity with SEO (Search Engine Optimization)

I would add to that: "provides guidance and technical support.."

NICE Systems