Technical Knowledge Specialist

7 days ago

Pune, Maharashtra, India NICE Full time

At NICE, we don't limit our challenges. We challenge our limits. Constantly. We're relentless. We're ambitious. And we make an impact. Our NICErs bring their A game and spend each day turning it into an A+. And if you're like us, we can offer you the kind of challenge that will light a fire within you.

So, what's the role all about?

The Technical Knowledge Specialist will be responsible for the end-to-end management of the NICE Technical Knowledge Management System. From meeting with stakeholders to develop/write content, quality assurance of the material, and publishing the content for use by our internal and external stakeholders. The person will work closely with Subject Matter Experts (SME's) across NICE Domains (R&D, Support, Professional Services) to ensure that all published material is clear, consistent, and free of errors.

This position will also be responsible for ongoing maintenance and monitoring of the Technical Knowledge system ensuring that all content is relevant, searchable, and updated in accordance with NICE standards.

How will you make an impact?

Collaborates with subject matter experts to determine technical documentation needs. Supports corporate wide teams to develop, edit, and produce technical implementation, support and troubleshooting knowledge, ensuring that all materials are produced in a standard format. Provides guidance and technical support to project teams to initiate and maintain knowledge management practices. Improves processes through better use of knowledge in conjunction with the business units. Reviews and edits content for grammar, spelling, punctuation, and syntax errors. Editing content and following up with owners to ensure updates are completed on schedule. Managing and enforcing the system structure including but not limited to templatizing, indexing, updating, and ensuring no duplication. Provide input on product requirements and usability. Ensuring appropriate tagging to ensure searchability. Analysis of the Knowledge bases to monitor overall health and utility.

Have you got what it takes?

You will need to be capable of collaborating with product managers, engineers, developers and other technical specialists. Strong ability to research, analyze, structure and document technical information and translate into easy-to-understand documentation. The ability to work with stakeholders at all levels of the business to deliver information and ideas clearly and accurately. Desire of self-growth and personal improvement ​4-5 years working to actively contribute knowledge to the organization as either a Technical Writer, Knowledge specialist or similar capacity. Project Management experience Strong technical writing/editing skills with exceptional attention to detail. Exceptional written and verbal communication skills Ability to disseminate technically complex concepts into a simplified and well-organized format. The ability to collaborate, get consensus across different teams, and establish productive relationships. Strong organizational skills Ability to work with multiple people and departments. Ability to work independently with little supervision. Ability to work in a global, collaborative, and dynamic team environment. Competent in HTML and CSS Highly proficient in Microsoft Office (Outlook, Word, Excel, and PowerPoint) as well as Visio

You will have an advantage if you also have:

Understanding of SaaS Contact Center technology Experience with Generative AI Tools

What's in it for you?

Join an ever-growing, market disrupting, global company where the teams – comprised of the best of the best – work in a fast-paced, collaborative, and creative environment As the market leader, every day at NICE is a chance to learn and grow, and there are endless internal career opportunities across multiple roles, disciplines, domains, and locations. If you are passionate, innovative, and excited to constantly raise the bar, you may just be our next Nicer

Enjoy NICE-FLEX

At NICE, we work according to the NICE-FLEX hybrid model, which enables maximum flexibility: 2 days working from the office and 3 days of remote work, each week. Naturally, office days focus on face-to-face meetings, where teamwork and collaborative thinking generate innovation, new ideas, and a vibrant, interactive atmosphere.

Requisition ID: 4116
Reporting into: Tech Manager
Role Type: Individual Contributor

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