Knowledge Manager

Position Overview

• Location Type: Remote
• Employment Type: Full-time
• Salary: (Salary not provided in the text)

The Knowledge Manager is a critical role within Instructure's Professional Services organization, responsible for the development, implementation, and maintenance of the internal knowledge base. This role ensures the team has easy access to the information needed to deliver exceptional client service. The Knowledge Manager will collaborate with various teams to capture best practices, document processes, and create a centralized repository of knowledge that drives efficiency, consistency, and continuous improvement.

Requirements

• Bachelor's degree in a related field (e.g., Information Science, Library Science, Business Administration) preferred.
• 3-5 years of experience in knowledge management, technical writing, or a related field.
• Strong organizational and project management skills.
• Excellent communication skills.

Responsibilities

• Knowledge Base Development and Maintenance:
  • Review current knowledge management across the organization.
  • Design and implement a cohesive knowledge management strategy and establish best practices to maintain and navigate this knowledge within existing company knowledge management systems.
• Content Curation and Quality Control:
  • Develop and implement processes for content creation, review, and updates.
  • Work with subject matter experts to ensure accuracy, consistency, and relevance of information.
  • Establish quality control measures and feedback mechanisms.
• Collaboration and Communication:
  • Collaborate with various teams, including service delivery, solution architecture, product development, and sales, to gather information and ensure the knowledge base reflects the latest service offerings and best practices.
• Process Improvement:
  • Continuously evaluate the effectiveness of the knowledge management system and identify areas for improvement.
  • Analyze usage data, gather feedback from users, and stay up-to-date on industry best practices.
• Training and Promotion:
  • Develop and deliver training programs on how to access and utilize the knowledge base effectively.
  • Create awareness campaigns and promote knowledge sharing within the organization.
• Metrics and Reporting:
  • Track key metrics, such as usage rates, search effectiveness, and user satisfaction, to demonstrate the value of the knowledge management system.
  • Provide regular reports to leadership on performance and identify areas for improvement.
• Content Strategy:
  • Ensure content is aligned with business goals and user needs.
  • Contribute to the development of content governance and standards.

Company Information

At Instructure, we believe in the power of people to grow and succeed throughout their lives. Our goal is to amplify that power by creating intuitive products that simplify learning and personal development, facilitate meaningful relationships, and inspire people to go further in their education and careers. We do this by giving smart, creative, passionate people opportunities to create awesome.