Knowledge Management Consultant

3 days ago

Mountain View, United States Motion Recruitment Full time

Our client, a financial software company that supports over 100 millions users with accounting and tax needs is hiring a Content Designer to join their Knowledge Management authoring team in Mountain View, CA, Tuscon, AZ, or Reno, NV


This team is building content for self-help experiences across their software solutions by utilizing artificial intelligence software to help solve customer problems. The ideal candidate will have previous experience creating DITA/structured authored content and taxonomy classifications to support an artificial intelligence/chat bot customer support experience.


  • Contribute to self-help experiences that leverage AI technologies to help solve customer problems at scale
  • Accelerate the use of AI to make authoring tasks or the authoring process/workflow more efficient
  • Author modular, structured customer-facing self-help content for the offerings in the software ecosystem; transform complex accounting or systems jargon into conversational, approachable language.
  • Design experiences for our software support site that engage customers and help them more quickly find the resources they need.
  • Implement brand style, voice and tone, and content patterns consistently.
  • Understand the role consistent communication plays in building a brand. Contribute to new standards as the need arises.
  • Collaborate effectively with other designers, writers, product managers, and customer experience leads.
  • Richly tag and/or annotate content to facilitate the training of large language models; identify enhancements to taxonomy to better represent customer or content needs.
  • Be curious; maintain a comprehensive understanding of industry trends, emerging technologies, and best practices to inform content curation and content optimization strategies
  • Contribute to the ongoing improvement of our authoring tools and content management system to ensure it meets our evolving needs.
  • Work with cross-functional teams to ensure alignment with product, user needs, and business objectives
  • Conduct user testing and iterate on design based on user feedback
  • Become immersed in customer research to develop deep customer empathy. Communicate with customers based on insights, needs, and desires.


Requirements:

  • Bachelor's Degree
  • 3+ years of content curation, authoring, and writing experience
  • Structured, modular, DITA writing technique
  • Artificial Intelligence, chatbot, conversational AI content experience
  • Understand how SEO strategy, taxonomy, hierarchies, and other content systems increase content efficiency and effectiveness
  • Good understanding of help systems, design systems, usability, accessibility, modularity, and framework

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