Content Manager - Knowledge Management Systems

Applause IT
11 Jan 2018
12 Feb 2018
Contract Type
Full Time

Content Manager, Knowledge Management Systems.

Near Warrington - Commutable via Liverpool, St Helens, Wigan, West Manchester

£26,000 - £32,000 pa + Benefits

High growth software house with fortune 500 client base requires experienced Content Manager with good general Knowledge Management Systems knowledge. My client creates highly scalable and robust best-of-breed AI and cognitive technologies for the IT Industry.

They are seeking an enthusiastic and motivated individual with a passion for producing professional documentation to join their team based near Warrington. Reporting to the Customer Support Manager, your role will be to work closely with the CS Manager and other technical teams within the organisation to improve the documentation within. This will include creating articles for our knowledge management system from existing tickets in our incident tracking system, creating a quarterly newsletter for our customer base, updating process documents and reviewing standard email templates in use as part of their support ticket lifecycle.

Required Skills and Experience:

3+ years of experience in a software support OR development role, or similar exposure to the technical aspects of software to support understanding of technical knowledge content

Demonstrable experience of creating technical, customer facing software documentation

Excellent understanding of Knowledge Management principles and one or more commercial KM system

Prior experience of delivering or migrating a new KM solution and of designing and delivering Knowledge Management solutions at scale

The ability to influence and gain buy in from colleagues and stakeholders and an ability to maintain constructive work relationships with the employees of all departments and at all levels within the business

Ability to identify and lead on operation efficiency's through knowledge content improvements and process refinement

Proven understanding of software support in an enterprise software company with strong prioritisation skills

Any knowledge of modern .NET Microsoft Development technology stack of interest, but in no way essential as full training can be given to understand the product.

Your Responsibilities:

Review and update knowledge management documents

Develop a strategy for ensuring old versions of articles are archived

Review and update existing email templates and "canned text" in use

Produce content to be broadcast to each support region

Develop and implement Knowledge Management value metrics and own all Knowledge Management related business processes

Partner with the business stakeholders to ensure knowledge content is fit for purpose and that work-flow is optimised

Be the expert on the external Knowledge Management community, maintain a strong network and industry knowledge so that you can advise on the best solutions and opportunities for KM

Be the link between the business and development teams for knowledge sharing

This role offers an excellent opportunity to carve a niche as specialist Author, Editor and being the person to set the standards for all knowledge content and ensuring these align with the company brand.

The Rewards:

Highly competitive salary

Company Pension

Health Care including Dental

Relaxed and Professional company environment with Casual Dress code

Please send CV now and call Tim Morris on to find out more

Content Manager, Knowledge Management