Knowledge Management Specialist II

Summary

Join PartnerHero as a Knowledge Management Specialist and significantly contribute to our growth by managing and enhancing our knowledge bases. You will collaborate with cross-functional teams to create, organize, and maintain comprehensive knowledge resources using AI to improve information retrieval. Responsibilities include developing engaging content, designing knowledge libraries, capturing tacit knowledge, and auditing the knowledge base for accuracy. You will also develop training materials and leverage technology tools to enhance knowledge accessibility. This role requires experience in knowledge management, content development, and strong analytical and problem-solving skills. The ideal candidate will have experience with knowledge management tools and a commitment to clear communication and collaboration.

Requirements

• 2+ years of proven experience in knowledge management, content development, information architecture, or instructional design
• Understanding of knowledge center support methodologies to build a knowledge base that is effective for staff and partner consumption
• Ability to meet tight timelines and attention to detail
• Strong analytical and problem-solving skills, with the ability to translate complex information into clear and concise content
• Ability to quickly learn and absorb partner culture, processes, and policies
• Strong presentation and technical writing skills
• Demonstrated knowledge of instructional design tools
• Experience with knowledge management tools and platforms such as Confluence, Notion, Guru, etc
• Ability to produce thorough and complete documentation
• Ability to work independently as well as a contributing team member
• Excellent listening skills and a commitment to communicate clearly, completely, and on time
• Excellent time management and organizational skills
• Exceptional skills in partnering with partners and staff in developing and maintaining long-term supportive relationships
• Ability to partner with quality evaluators and develop strategies to support staff development opportunities
• Willingness to accept coaching to remove barriers to effective working relationships

Responsibilities

• Collaborate with cross-functional teams to identify, gather, and organize relevant information, best practices, and resources into a centralized knowledge base
• Create and curate engaging and informative content, including articles, guides, tutorials, and videos, to facilitate knowledge transfer and skill development among team members
• Design and maintain knowledge libraries using advanced information architecture methods to ensure seamless access and usability for both employees and AI systems
• Capture tacit knowledge from subject matter experts through interviews, workshops, and documentation sessions and translate it into structured and accessible formats for broader dissemination
• Audit and review the knowledge base regularly to ensure accurate, relevant, and up-to-date information and make necessary updates or improvements
• Format content for AI-driven knowledge management solutions that improve information discovery, retrieval, and utilization
• Track and analyze key performance metrics related to knowledge utilization, content engagement, and user feedback to measure knowledge management initiatives' effectiveness and identify improvement areas
• Develop training materials and resources to support onboarding and continuous learning initiatives and provide guidance and support to new hires as they navigate the knowledge base
• Leverage technology tools and platforms, such as learning management systems (LMS) and knowledge base systems, to enhance the delivery and accessibility of training content
• Collaborate with external and internal stakeholders to develop, maintain, and audit help center content, ensuring accuracy and accessibility for both internal and external audiences

Benefits

• Competitive compensation based on experience
• Attractive benefits package including medical, dental, and vision options based on location
• Access to free posture-based fitness workouts from home
• Paid Sabbatical Leave
• Training opportunities provided by PartnerHero and outside entities
• 1-on-1 coaching with feedback sessions, mentorship, and opportunities for cross-functional development