Knowledge Experience Consultant

  • Support
  • Full-time position
  • 4-6 years
  • San Diego HQ or US Remote

Role Overview

As a Knowledge Experience Consultant, you will be responsible for identifying, collecting, synthesizing, organizing, creating, managing, and improving organizational knowledge for some of the largest and most respected brands in the world.

NewRocket provides equal employment opportunities to qualified persons regardless of race, color, sex, religion, national origin, age, sexual orientation, gender identity, disability, veteran status, or other categories protected by law.

Qualifications

  • 4-6 years of experience in enterprise knowledge management.
  • Excellent oral and written communication skills.
  • Experience evaluating existing knowledge base content and architecture.
  • Experience writing a variety of cross-functional content.
  • A proven track record of improving content performance over time.
  • High attention to detail and proven ability to manage multiple, competing priorities simultaneously.
  • Comfort with ambiguity and a rapidly evolving business landscape.
  • Define and achieve Key Performance Indicators (KPI) targets by implementing.
  • Analyze knowledge usage reports to and determine catalog decisions to improve performance.
  • Experienced in SharePoint or ServiceNow business processes.
  • Demonstrated expert written and oral communication skills.

If you don’t meet 100% of the above qualifications, you should seriously consider applying. Studies show that you can still be considered for a role if you meet just 50% of the role's requirements.

Responsibilities

  • Lead the overall design, definition, implementation, and maintenance of knowledge bases and supporting information architecture.
  • Work with SMEs and internal and external stakeholders to identify relevant, accurate content and generate standardized, reusable, and searchable content.
  • Work with clients to improve knowledge base content, organization, and taxonomy.
  • Partner with clients to identify knowledge content that will deliver on business requirements and meet the needs of the user community.
  • Create processes and templates to guide clients through content creation activities.
  • Establish metrics and Key Performance Indicators (KPIs) to improve client knowledge bases to drive adoption, utilization, and satisfaction.

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