Responsibilities
Your first order of business will be to review our existing documentation including product information, sales, and technical documentation create knowledge base articles that will be added to our Knowledge Base within Confluence, or create questions and answers in Stack Overflow (the recognized leader in Tech knowledge platforms)
You will then work with our Systems, Product, Client service, New Business, and Technical teams in order to determine what information is missing, and gather, collect, collate and write as necessary, to build the Knowledge Base content
You will work with various teams to extract undocumented information and processes so that this knowledge is captured on the relevant system (knowledge base in Confluence, Stack Overflow, Rise)
You’ll continuously monitor the various internal and external channels in which our team members seek answers and information, communicate with clients, and conduct training sessions (these channels primarily include email, Slack, Zendesk, and Zoom) in order to identify knowledge gaps
All of this information will need to be captured into concise, engaging text and expanded upon (ex: add screenshots, video clips, etc) before being tagged and neatly wrapped up in a Confluence page
Once the information is added into Confluence, it’s time to make sense of it all. You’ll work with tags and keywords to make search results more relevant and put your hierarchy plan into action in order to make information easy to find
You’ll be in constant communication with our team to understand what’s looking good and what needs more tweaking
Let’s not forget about Stack Overflow: we want to copy/paste the Confluence process, but this time with a Developer and DevOps focus applied to Stack Overflow
Lastly, we want to make sure that we’ve got a plan in place for the future and we’ll look to you to help us plan ahead when it comes to monitoring, capturing, and discovering knowledge yet-to-be learned
Requirements:
2+ years of writing experience focused on internal content creation (knowledge base, support documents, product/technical documents, etc)
Previous experience tackling a similar project that involves implementing a cycle of monitoring, capturing, and discovery of information and content
A passion for creating meaningful help content with the ability to break down complex concepts into user-friendly material
Proven success quickly grasping new concepts, technology, and the lingo that goes along with it
Flexibility to work and communicate with a team around the world
You should be fearless when it comes to jumping into a whirlwind of information and quickly taking the lead on the best strategy for bringing a sense of order
English is our company language so you’ll need to be fully fluent, both written and spoken