Job Description:

This position will create knowledge articles for both internal and external consumption.  Confirm the knowledgebase is well maintained, well-structured and content is easy to find and use.  Candidate must be able to work independently, meet established deadlines and work with numerous departments to acquire, update and approve articles.    

• Compose technical articles, including appropriate metadata, in response to user inquiries and new product releases.

• Work with distributed authoring teams to acquire and/or import content from other sources to move to a single source repository

• Ensure the use of effective taxonomy in synonyms, keywords and other metadata.

• Apply appropriate personalization to articles to maintain the correct security of specific content.

• Coordinate timely workflow approval of content.

• Work with other departments to evaluate dynamic guidance logic and build/maintain both logic, end-point articles and guidance articles.

• Updating articles based on the monitored analytics.

• Completing periodic structured reviews to confirm content is relevant, usable, up-to-date and assigned correctly. 

• Occasional coaching of the distributed authoring teams when needed.

• Attend early user information sessions about new product releases, provide suggestions and critical feedback

• Work cross-functionally to learn upcoming product features

• Special projects as assigned

Experience and Skills:

• Prior technical writing experience of 3+ years

• BA/BS degree, or an equivalent combination of education and experience

• Proficiency with Microsoft Outlook and Office Suite – Word, Power Point

• Previous experience authoring in eGain or another knowledge tool is desired.

• Understand the difference between content management and knowledge management.

• Leadership presence – positive confidence – self knowledge

• Knowledge of changes and enhancements in the software and technical feature documents

• Attention to detail and analytical skills

• Strong listening, written and oral communication skills

• Time management proficiency with focus on project deadlines

• Ability to quickly grasp and understand complex, technical applications and translate that information into various formats to educate various audiences