Knowledge Base Specialist

About the role

The primary role is development and maintenance of knowledgebase articles and standard operating procedures. You will develop and coordinate a limited range of training materials to support call center operations in tandem with the Learning Solutions and Training Departments. Materials include eLearning, instructor-led training, and job aids.

Key responsibilities

• Partner with Training and Operations in developing standard operating procedures, communication, and training materials to help the Operations Team perform their tasks
• Curate and maintain a knowledgebase of sales enablement content easily accessible to the program's employees to ensure process accuracy and accessibility
• Partner with Training and Instructional Design Teams in developing training initiatives, such as onboarding and continuous learning programs
• Develop limited training materials such as knowledgebase articles, instructor-led training slides, facilitator and learner guides, handbooks, job aids, and reference works
• Regularly audit the knowledgebase to ensure process relevance and applicability
• Gather up-to-date information and integrate feedback into the knowledgebase content

Requirements:

• Bachelors/College Degree in Training and Development or Design/Multimedia or equivalent
• 1–2 years of Content Management or Knowledge Management experience
• Experience with authoring tools like the Microsoft Office Suite
• Proficiency with knowledge management software and tools such as Salesforce, Doc360, JIRA, etc.
• Excellent oral and written communication skills
• Ability to manage multiple projects in a fast-paced environment
• Background in training and adult learning theory and instructional design principles
• Knowledge and experience with the ADDIE model
• Must be amenable to work in hybrid setup
• For DVO Applicants - Work setup is 100% onsite