Were looking for a Knowledge Management Analyst to join our Customer Support Operations team to help scale the self-help experience for both our customers & our global support team. The ideal candidate is an exceptional writer with an innate ability to organize complex information into easily consumable & discoverable content. They should also have a keen eye for identifying issues with & improving existing support documentation.

This role will report to the Manager, Knowledge Management, & will collaborate with numerous teams across the organization to plan for product releases & audit existing materials. We are looking for someone who has a knack for writing copy, unpacking complex concepts, organization, thoroughness, & innovation when it comes to improving the self-help experience as a whole.

What youll do:

• Partner with support specialists, support operations, product managers, & other subject matter experts to write & maintain the articles in our knowledge bases & advise on best practices
• Closely communicate with our support team to identify & remedy knowledge gaps in internal & external knowledge
• Collaborate with stakeholders in preparing content for new product releases
• Regularly audit & evaluate content for freshness & accuracy
• Contribute ideas towards improving content strategy & the overall self-service experience

Skills & knowledge you should possess:

• 1-3 years experience, ideally in a support role with some experience producing help documentation, working on knowledge bases, or writing support content
• Outstanding writer able to articulate insightful information & adapt based on audience
• Strong visual formatting sensibilities
• Familiarity with & interest in style guides
• Ability to manage competing priorities & publishing deadlines 
• Comfortable working independently & kicking off projects
• Strong collaborator & clear communicator
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Bonus points (nice skills to have, but not needed):

• Experience with video products & terminology is a plus
• Knowledge of Zendesk Support, Zendesk Guide (Help Center), & Confluence Cloud preferred

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