Turn relationships into revenue with Introhive's Client Intelligence Platform.
Knowledge Management Specialist
Location
Canada
Posted
25 days ago
Salary
0
Seniority
Mid Level
Job Description
Knowledge Management Specialist
Introhive
• Own the day-to-day operations of the knowledge base: audit, update, and optimize content for accuracy, clarity, and accessibility • Identify and address content gaps or redundancies to ensure comprehensive product coverage • Maintain content health through regular reviews and incorporate SEO best practices where applicable • Analyze customer interactions and feedback across support channels to identify trends and areas for new content • Write, edit, and publish knowledge base articles that deliver consistent voice, tone, and structure • Collaborate with subject matter experts to translate technical concepts into customer-friendly documentation • Partner with Product and Engineering teams to create or update content aligned with new feature releases and updates • Act as a liaison between Product and Support teams to ensure knowledge sharing and alignment • Communicate updates proactively to support teams when articles are added or revised • Develop processes and best practices for continual content improvement and team enablement • Contribute to the broader knowledge management strategy by tracking metrics on content engagement, usefulness, and search performance
Job Requirements
- 2+ years of experience in knowledge management, content strategy, technical writing, or related roles
- Proficiency with knowledge management and support tools (e.g., Zendesk Guide, Intercom, Confluence, HelpDocs)
- Exceptional writing, editing, and organizational abilities
- Strong analytical skills to evaluate content effectiveness and improve user experience
- Comfort working cross-functionally and communicating in distributed teams
- Experience implementing or improving knowledge management processes or governance frameworks (nice-to-have)
Benefits
- We trust you to own your craft
- Encourage curiosity to fuel innovation
- Celebrate collaboration over competition
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