Knowledge Manager

Summary

Join Instructure as a Knowledge Manager and play a critical role in developing, implementing, and maintaining our internal knowledge base. You will ensure easy access to information for our team, enabling exceptional client service. Collaborate with various teams to capture best practices, document processes, and create a centralized knowledge repository. Continuously evaluate and improve the knowledge management system, and develop training programs to promote effective use. Track key metrics and report on performance to leadership. This role requires strong organizational and project management skills, excellent communication, and technical aptitude. Instructure offers competitive benefits, including flexible schedules, generous paid time off, comprehensive wellness programs, and annual learning stipends.

Requirements

• 3-5 years of experience in knowledge management, technical writing, or a related field
• Strong organizational and project management skills
• Excellent communication and interpersonal skills
• Technical aptitude and familiarity with knowledge management tools and technologies
• Attention to detail and a strong focus on quality control

Responsibilities

• Knowledge Base Development and Maintenance:Review current knowledge management across the organization.  Design and implement a cohesive knowledge management strategy and establish best practices to maintain and navigate this knowledge within existing company knowledge management systems
• Content Curation and Quality Control: Develop and implement processes for content creation, review, and updates. Work with subject matter experts to ensure accuracy, consistency, and relevance of information. Establish quality control measures and feedback mechanisms
• Collaboration and Communication: Collaborate with various teams, including service delivery, solution architecture, product development, and sales, to gather information and ensure the knowledge base reflects the latest service offerings, and best practices
• Process Improvement: Continuously evaluate the effectiveness of the knowledge management system and identify areas for improvement. Analyze usage data, gather feedback from users, and stay up-to-date on industry best practices
• Training and Promotion: Develop and deliver training programs on how to access and utilize the knowledge base effectively. Create awareness campaigns and promote knowledge sharing within the organization
• Metrics and Reporting: Track key metrics, such as usage rates, search effectiveness, and user satisfaction, to demonstrate the value of the knowledge management system. Provide regular reports to leadership on performance and identify areas for improvement
• Content Strategy: Ensure content is aligned with business goals and user needs. Contribute to the development of content governance and standards

Preferred Qualifications

• Bachelor's degree in a related field (e.g., Information Science, Library Science, Business Administration) preferred
• Experience in a professional services environment is a plus

Benefits

• Competitive compensation and participation in Instructure’s equity program
• Flexible schedules and a remote-friendly culture, with hybrid or onsite work based on business needs
• Generous paid time off, including global holidays and our annual “Dim the Lights” company-wide shutdown from December 23 to January 2
• Comprehensive wellness programs and mental health support
• Annual learning and development stipends to support your growth
• Your choice of Mac or PC, plus the tools you need to do your best work
• A culture rooted in inclusivity, support, and meaningful connection