Knowledge Management Specialist
1 week ago
Cypress HCM is seeking a highly skilled Knowledge Coordinator to join our team. As a key member of our Performance, Education, and Knowledge (PEAK) team, you will play a critical role in developing and maintaining comprehensive documentation for our products and services.
Key Responsibilities- Stakeholder Engagement: Collaborate with key stakeholders to provide expertise on how knowledge and community initiatives can drive business outcomes and address user issues.
- Knowledge Management Initiatives: Assist in implementing and supporting knowledge management strategies that drive engagement, self-service, and mindshare.
- Project Support: Ensure the alignment of projects and programs to execute organizational goals with excellence and on time.
- Collaboration: Work with other documentation teams to further best practices, find alignment and partnership opportunities, and drive an integrated approach to knowledge management.
- Opportunity Identification: Support in identifying and prioritizing new opportunities that drive scale, innovation, and results.
- Team Support: Provide support and assistance to team members and contribute to leadership development initiatives across the organization.
- Knowledge Center Services (KCS) Program: Support the implementation and adoption of the KCS program, ensuring alignment with organizational objectives.
- Frontline Support: Provide user access support, manage issue intake and triage, and resolve user issues promptly.
- Change Management: Collaborate with the Organizational Change Management (OCM) team to ensure smooth transitions and effective communication during system and process updates.
- Process Documentation: Document and maintain comprehensive records of KM processes and procedures to ensure consistency and efficiency.
- Experience with Confluence/Jira, Google Suite, and Smartsheet.
- Experience with ServiceNow, Heretto CCMS, and Zoomin CDP.
- Background in networking/data storage.
- Experience with Knowledge-Centered Services (KCS).
- Experience with Darwin Information Typing Architecture (DITA).
- Bachelor's degree or equivalent in writing, content creation, or communication.
- Minimum 2+ years of experience in knowledge management, learning, and/or relevant enablement organization.
- Previous experience working in a technical and/or customer support organization is a strong plus.
- Experience with document formatting tools like WYSIWYG, HTML, and DITA.
- Proficiency with KCS environments and methodology
- Strong project management and time management skills.
- Ability to work independently and as part of a team.
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