Knowledge Manager

Вакансия № 32258273 от компании Лаборатория Касперского на Электронной Службе Занятости Населения Москвы.

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☑ Основной блок:

Опыт работы: 3–6 лет.

Тип занятости: полная занятость.

График работы: полный день.

Зарплата: по результату собеседования.

Место работы (точный адрес): Россия, Москва, Ленинградское шоссе, 39Ас3.

☑ Актуальность объявления:

Это объявление № 32258273 добавлено в базу данных: Суббота, 15 февраля 2025 года.

Дата его обновления на этом интернет-ресурсе: Понедельник, 17 марта 2025 года.

☑ Статистика предложения работы № 32258273:

Прочитано соискателями - 9 раз(а);
Отправлено откликов - 0 раз(а);

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☑ Подробности о вакантном месте:

The Internal Knowledge Manager will be primarily responsible for developing techniques and procedures to organize, locate, and provide access to essential knowledge and expertise for addressing specific business tasks within the global B2B Customer Support team. This role also aims to benefit other teams and departments. Additionally, the manager will be tasked with creating and maintaining governance and standards across various systems and workflows.

The ideal candidate will excel in a dynamic, fast-paced environment and have experience leading content and information architecture strategies across an organization. As an Internal Knowledge Manager, you will define the content and knowledge management strategy and lead the content architecture efforts. Your focus will be on developing, auditing, and maintaining high-quality content for employees.

You will work with key stakeholders across the department and company to maintain consistency on a global scale and align the content strategy with their vision. Your role will be crucial in developing a successful and effective knowledge base, directly impacting the work of Customer Support team members.

Primary Responsibilities:

- Define the knowledge management strategy for B2B Customer Support and maintain high-quality, up-to-date, and searchable content for audiences of varying skill levels. - Collaborate effectively with stakeholders, change management, service teams, trainers, developers, and subject matter experts to support new and existing products, features, and services. - Collect and assess analytics to evaluate business impact, track usage, and determine the efficiency of the knowledge base content, identifying areas requiring additional content. - Ensure efficient and swift dissemination of knowledge throughout the Support teams. - Oversee the migration of knowledge to other systems to facilitate sharing with external parties and other teams. - Arrange, lead, coach, and develop a team of authors from each department. - Establish writing guidelines based on best practices and develop the team to ensure they achieve or surpass these standards.

Basic Qualifications:

- 3 years of experience in managing content, knowledge, and information architecture strategies. - Proven experience as a technical writer, editor, or content strategist. - English Language. Ability to use business vocabulary in reading and writing. Fluent English level will be a huge plus. - Excellent writing and verbal communication skills. - Proven track record of managing large cross-functional projects and meeting tight deadlines. - Technical aptitude and enthusiasm for quickly learning new technologies. - Demonstrated experience using multiple documentation tools to develop base templates and standardize output styles.

Preferred Qualifications:

- Experience with information architecture of a knowledge base. - Experience in Customer Support. - Experience managing knowledge across a company. - Ability to thrive in a fast-paced, ever-changing environment. - Proactive attitude with a focus on solving problems and delivering results. - Passion for customer experience, never settling for ’good enough’, and continually inspiring others to advocate for the customer.