Knowledge Content Manager

The New School • Tyrone, PA

2d • Onsite

About The Position

At The New School, we redefine the boundaries of education, creativity, and innovation. Founded in 1919 and located in the heart of New York City, we are home to over 9,000 students from over 100 countries, offering more than 135 degree and diploma programs across our renowned colleges, including Parsons School of Design, The New School for Social Research, Eugene Lang college of Liberal Arts, Parsons Paris, and the College of Performing Arts. Our progressive, interdisciplinary approach has earned us recognition as one of the most forward-thinking institutions in the world. The Knowledge Content Manager identifies, synthesizes, and manages organizational knowledge while providing high-level communications support for the university’s Business & Operations units. Reporting to the Director of Communications, this role serves as a bridge between complex operational documentation and practical, user-facing information. The position drives the university-wide strategy for documentation and assessment by maintaining high-fidelity conceptual assets, ensuring that information shared across the organization is rooted in accurate, well-structured, and easily accessible organizational knowledge.

Requirements

• A Bachelor’s degree is required, along with three or more years of relevant professional work experience.
• Demonstrated knowledge and experience with knowledge management products, including business processes, configuration and reporting.
• Robust project management, organizational and analytical skills; keen attention to details and ability to document changes, processes and test plans.
• Proven ability to understand complex business processes and how the organization, downstream systems, and users consume information and data.
• Possess the judgment and organizational savvy to assess the probability of success of knowledge management proposals, clearly articulate risks and issues, and construct alternative solutions.
• Exceptional drafting, editing, and proofreading skills with a keen eye for detail.
• Ability to develop coherent, informative, and usable documentation and messaging.
• High level of enthusiasm and a commitment to a collaborative approach to idea development and implementation.
• Demonstrable evidence of creative-problem solving and the ability to work effectively with a diverse range of people.
• A commitment to delivery of high quality customer service and a personal reputation for integrity and ethics.
• The ability to meet tight deadlines and adapt quickly to change.
• Entrepreneurial, problem-solving spirit is a must.

Nice To Haves

• Higher education background and knowledge of current technologies and issues concerning higher education.
• Direct experience with knowledge management tools is a plus.
• Direct experience in developing and delivering training plans; Strong presentation skills and comfort with communication in settings ranging from one-on-one interaction to large groups a must.
• Some experience as a team lead or directly supervising other staff is helpful.

Responsibilities

• Manage the employee knowledge base, Guru, ensuring it is updated with timely and accurate content and work with stakeholders across the university to refine and develop their content.
• Analyze business needs and collaborate with stakeholders to refresh the knowledge base product vision and roadmap.
• Continuously review end-user data and search inquiries to identify missing content or required updates.
• Partner with Information Technology and Marketing & Communications as the primary point-of-contact for enhancement projects and technical issues related to the Guru knowledge management system.
• Serve as the primary advocate for the end-users of the university’s employee knowledge management system.
• Provide expert-level (Level 3) support and monitoring of the knowledge management system.
• Document new service features, issues, and resolutions for use with self-service (Level 1) and IT Central/help desk (Level 2) support teams.
• Answer employee wayfinding inquiries via email, chat, or phone; assist individuals with finding answers, escalate to the appropriate office or employee as needed, and document resolutions in the employee knowledge base.
• Assess training needs, develop, and lead regular end-user training and work sessions.
• Develop coherent, informative, and usable documentation regarding new service features and communication processes.
• Draft content for knowledge base, newsletters, and internal announcements for review by the Director.
• Edit and proofread communication materials to ensure clarity, consistency, and adherence to institutional style and documentation guidelines.
• Assist in creating presentations and digital and print materials, such as flyers and email graphics, to promote B&O programs, as assigned.
• Perform other related duties as assigned or requested.

Benefits

• Health & Wellness Comprehensive medical, dental, and vision coverage Employee Assistance Program (EAP)
• Financial Wellness Retirement plan administered by TIAA Qualified Transportation Expense Plan
• Work-Life Balance Paid vacation and sick leave, with accruals starting on your first day Paid holidays and floating holidays Workmode & Telework Policy (if applicable)
• Professional Growth Career advancement and professional development opportunities Access to university programs, lectures, and events featuring world-renowned speakers and organizations Tuition waiver benefit for eligible employees and dependents
• Additional Perks Employee discounts with local vendors and service providers

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 1-10 employees