Knowledge Management Specialist
This job is no longer available
There are still lots of open positions. Let's find the one that's right for you.
About The Position
The Knowledge Management Specialist will play a crucial role in managing and optimizing the knowledge base and resources that support the Member Operations team at ID.me. This position is focused on developing, curating, and maintaining a high-quality, up-to-date, and searchable knowledge base (content library) for all member support representatives. The specialist will ensure that the knowledge base is accurate, up-to-date, and easily accessible, thereby enhancing the overall performance of the Member Operations teams. This role requires a strong background in knowledge management and/or information architecture, process optimization, and cross-functional coordination in a dynamic, fast-paced environment. In this role, the Knowledge Management Specialist will define the knowledge management strategy for Member Operations, ensuring that the knowledge base is relevant and searchable for multiple audiences. Collaboration is key, as the specialist will work effectively across the organization with various stakeholders, including change management, service teams, trainers, curriculum developers, and subject matter experts. The specialist will identify gaps in the knowledge base and develop and support new and existing content to fill those gaps. Regular assessment of the effectiveness of the content will be a critical responsibility, utilizing performance metrics, agent feedback, and ongoing assessments to make necessary adjustments that enhance the efficiency and effectiveness of the knowledge base. The specialist will also be responsible for developing and deploying templates and writing guides based on best practices, ensuring that the team achieves or surpasses standards while collaboratively developing content as required. As a subject matter expert on all Member Operations knowledge base and content management initiatives, the specialist will offer critical insights to improve the overall effectiveness of the knowledge management program.
