Sr Knowledge Manager

The Walt Disney Company • Burbank, CA

3d • $83,000 - $111,200

About The Position

At Disney, we’re storytellers. We make the impossible, possible. The Walt Disney Company (TWDC) is a world-class entertainment and technological leader. Walt’s passion was to continuously envision new ways to move audiences around the world—a passion that remains our touchstone in an enterprise that stretches from theme parks, resorts and a cruise line to sports, news, movies and a variety of other businesses. Uniting each endeavor is a commitment to creating and delivering unforgettable experiences — and we’re constantly looking for new ways to enhance these exciting experiences. The Enterprise Technology mission is to deliver technology solutions that align to business strategies while enabling enterprise efficiency and promoting cross-company collaborative innovation. The Enterprise Technology organization drives competitive advantage by enhancing our consumer experiences, enabling business growth, and advancing operational excellence. Team Description: This role is part of the Technology Enablement & Adoption (TEA) organization. Our mission is to ensure that TWDC employees and Cast Members are aware of Enterprise Technology-provided technologies and technology changes, and to enable them to use our technologies well and in ways that enhance their work and support responsible and efficient collaboration and communication with partners.

Requirements

• Minimum of 5+ years of experience writing technical documentation
• Experience in customer-facing communications or relations role within a technology organization (IT organization or Enterprise Software vendor)
• Ability to gather information from SMEs (service managers, developers) to produce written documentation for business users
• Demonstrated strong written and verbal skills; can turn complex concepts into easy-to-understand resources
• Flexible, versatile writing across different media types
• Customer empathy – ability to anticipate questions from a diverse audience, and answer those questions in documentation
• Optimism/resilience - can remain positive during article review process
• Experience designing, maintaining, and managing a large knowledge base
• Intermediate-to-advanced experience with HTML 5 and CSS 3 for web layout and design
• Experience in customer-facing communications or relations role within a technology organization (IT organization or Enterprise Software vendor)

Nice To Haves

• Experience in IT Operations or IT Support in an enterprise environment
• Content authoring and web publishing with WordPress or other modern web CMS platforms
• Experience with end-user change management planning and execution
• Experience managing and updating knowledge in ServiceNow
• Experience with multimedia formats such as infographics or short videos
• 3-5 years technical experience collaborating with IT or software engineering teams in communications, technical writing or learning & development

Responsibilities

• Technical Writing – creating and publishing FAQs, how-to articles, feature comparisons, descriptions for request forms, and other related content, with an eye toward simplicity.
• Knowledge Strategy – maintain a bird’s-eye view of all content in the knowledge base, ensuring consistently in structure and tone, accuracy of content, and recommendations for new and updated ways to present information and track value. Design the knowledge base to remove redundancy and to encourage regular updates that keep content fresh and reduce the number of orphaned articles.
• HTML and Image Support – Create images as needed for content; partner with graphic designers to implement CSS styles; and lightweight to moderate content editing in HTML when the WYSIWYG editor is insufficient for some formatting changes.
• Reporting – Track article views, search terms, and other data to make decisions on new or updated content. Proactively suggest updates that will keep content fresh and engaging.
• Managing Translations Process – ensure new and updated articles are made available to international teams, and that translations are made available in timely manner for product/service launches.
• Monitoring Trends – Monitor reports from the IT service portal, Help Desk team, and within internal social media to ensure top questions are addressed and that the portal is user-focused rather than service-focused.
• Customer Support - Email, support channels, bugs, new feature announcements
• Communications - Direct email, support channels, and digital displays; provide a go-to resource so that communications can be kept short and engaging.
• Upgrade Support – Test and provide feedback on new functionality and QA support during upgrades of the knowledge base tool itself.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level