▷ [25/10/2025] Knowledge Manager

3 weeks ago

Bengaluru, India Ghrs Training Full time

Job Description Responsibilities - Knowledge Management Strategy & System Ownership: - Develop, define, and execute a comprehensive knowledge management (KM) strategy aligned with business objectives, identifying key knowledge needs and gaps. - Own and administer the knowledge management system (KMS) or platform, ensuring its optimal functionality, usability, and integration with other tools (e.g., CRM, ITSM). - Drive the adoption and utilization of the KMS across relevant departments and teams. - Content Development & Curation: - Oversee the creation, review, and publication of high-quality, accurate, and relevant knowledge articles, FAQs, guides, troubleshooting steps, and other documentation. - Work closely with Subject Matter Experts (SMEs) across departments (e.g., Product, IT, Operations, Legal) to capture critical information and translate complex topics into clear, concise, and user-friendly content. - Implement content governance processes, including content lifecycle management (creation, review, approval, retirement). - Ensure content is optimized for searchability, readability, and consistency in tone and style. - Performance Monitoring & Optimization: - Define and track key metrics for knowledge base effectiveness (e.g., content usage, search success rates, deflection rates, CSAT impact). - Analyze data and user feedback to identify areas for improvement in content, structure, and system functionality. - Conduct regular audits of the knowledge base to identify outdated, inaccurate, or redundant content and ensure its continuous improvement. - Training & Advocacy: - Develop and deliver training programs for content contributors and users on KM processes, best practices, and effective use of the KMS. - Champion a knowledge-sharing culture within the organization, promoting collaboration and the proactive contribution of knowledge. - Act as the central point of contact for all knowledge management-related queries and initiatives. - Collaboration & Stakeholder Management: - Collaborate cross-functionally with various teams (e.g., Customer Support, IT, Product, Training, Marketing) to ensure knowledge is aligned with operational needs and product updates. - Manage relationships with vendors for KM tools or services, if applicable.

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