Knowledge Management Specialist

Summary

Join Mogli Technologies as a Knowledge Management Specialist and play a crucial role in ensuring the accessibility, accuracy, and usability of information for both external users and internal teams. You will organize and streamline knowledge assets, contributing to improved client satisfaction and operational efficiency. The ideal candidate is highly organized and detail-oriented, passionate about knowledge sharing, and skilled at simplifying complex information. This remote position, based anywhere in the US, offers flexible work hours and a competitive salary of $70,000-$75,000, including a variable bonus. You will report to the COO and work collaboratively with various teams to manage and improve internal and external documentation and processes. Mogli offers a comprehensive benefits package.

Requirements

• Proven experience in knowledge management, technical writing, or a related field, with a focus on information architecture and content strategy
• Strong analytical and problem-solving skills, including the ability to analyze knowledge base usage data and identify areas for improvement
• Strong project management skills
• An ability to be a self-starter, take independent initiative and work on multiple projects simultaneously
• Excellent written and verbal communication skills
• Strong organizational skills and attention to detail
• Ability to work independently and collaboratively across teams
• Familiarity with SaaS products and technology is required

Responsibilities

• Own and maintain the comprehensive product user guide, ensuring it is up-to-date, accurate, and easily navigable for our clients & partners
• Become an expert in our user guide software, ensuring we are maximizing the features and functions of the tool
• Participate in QBRs with user guide software vendors and evaluate opportunities to expand & evolve use to meet the needs of our business, clients, and partners
• Collaborate with product, engineering, and customer success teams to capture new features, updates, and best practices
• Work with internal teams to innovate new opportunities for advancing our external user guide, such as introducing AI or chatbot functionality
• Research, evaluate, and recommend a suitable tool for centralizing internal process documentation. Lead the implementation of the chosen tool, including configuration, user training, and ongoing maintenance
• Partner with all teams (e.g., Sales, Marketing, Product, Customer Success, etc.) to document their systems, processes, and procedures. This may involve conducting interviews, reviewing existing materials, and collaborating to create clear, concise documentation
• Project manage and drive the ongoing evolution of team system & process documentation with each team
• Develop and curate a variety of knowledge assets, including FAQs, how-to guides, training materials, and internal wikis
• Assist with change management initiatives across the organization as they impact teams' processes and documentation. This includes communicating changes effectively, updating documentation, and providing support to teams during transitions
• Promote the use of both the external user guide and the internal knowledge base to ensure widespread adoption and maximize their value
• Continuously evaluate the effectiveness of knowledge management initiatives and identify areas for improvement. Stay up-to-date on industry best practices and emerging technologies in knowledge management
• Gather feedback from internal teams and stakeholders related to documentation and provide recommendations to leadership for future iterations and initiatives to increase value
• Support additional initiatives as assigned by your manager

Preferred Qualifications

• Experience with knowledge management tools and platforms (e.g., Confluence, Document360, Notion) is a plus
• Experience with analytics tools like Google Analytics is a plus
• Experience with change management methodologies is a plus
• Experience with Salesforce is preferred

Benefits

• Complete Medical, Vision, Dental Insurance, Short-term/Long-term Disability, and Life Insurance fully covered by Mogli
• Support for professional development, including professional certification
• Matching 401k plan
• Employee Assistance Plan, AD&D, etc
• Flexible Time Off Policy
• 9 US Federal Holidays and 6 paid sick days
• Work from Anywhere in the United States