Knowledge Base Manager

Our goal is to create a knowledge-based system that sets new standards in automated knowledge for our support team members, our customers and our service providers. The Knowledge Manager will have the overall responsibility for organizing, promoting, and utilizing organizational knowledge assets through ZenDesk.

This includes:

• Designing and analyzing knowledge-based systems for easier distribution of information; formulating action plans; managing resources and multi-faceted projects
• Maintenance of templates, requirements and best practices for all internal teams
• Support of the strategic direction of knowledge management including redesign of existing knowledge base
• Improvement of the accessibility of our internal knowledge base
• Evaluation and tracking of the effectiveness of the internal knowledge base
• Building a knowledge culture in our organization

Requirements

• 3+ years work experience in knowledge management within ZenDesk, content management strategy and structure, training/learning
• 2+ years of managing a small team
• Highly motivated, self-directed, and responsible leader
• Effective communicator and relationship builder
• Ability to ascertain information about current organizational knowledge assets resulting in organizing and improving the knowledge management system
• Identify concept solutions and work with cross-functional resources to improve, quality check, and publish knowledge
• Ability to understand technical conversations, ask appropriate questions to uncover gaps and bottlenecks, and lay out logical ordering of steps to achieve smooth resolution or closure
• Proven experience in setting up, organizing & maintaining a knowledge base and helping users maintain and make use of the knowledge
• Knowledge of Jira and Confluence a plus
• Understanding of complex content combined with excellent analytical and conceptual skills
• Very good written English, Spanish is a plus
• Responsible and analytical with attention to detail
• Exceptional at challenging tasks in cooperation with a small team
• Bachelor's Degree preferred (Business, Communications, Psychology, Knowledge Strategy)

Benefits

• Salary range: 60,000 - 67,500
• Medical, Dental, and Vision Insurance
• 401k program
• Unlimited PTO
• Remote Work
• Great Culture: One of the top places to work in Austin in 2018, 2019, and 2020, and in the US in 2021, we are all about the team. That’s why we have spent a massive amount of time finding humble, passionate, and smart folks that you will get to work with every day.