Were looking for a Knowledge Management Analyst to join our Digital Support team to help scale the self-service support 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 & chatbot conversation experiences to help our customers help themselves. They should also have a keen eye for identifying issues with & improving existing support content.

This role will report to the Manager, Knowledge Management & will collaborate with numerous teams across the organization to audit & improve existing materials & create new content in adherence with our content standard. We are looking for someone who has a knack for writing informational copy, unpacking & simplifying complex concepts, knowing & empathizing with the intended audience, chatbot conversation design, organization, thoroughness, critical thinking, & innovation when it comes to improving the self-service support experience. 

What youll do:

• Partner with support specialists, product managers, & other subject matter experts to create & maintain the articles & videos in our knowledge base 
• Closely communicate with our support team & cross-team stakeholders to identify & remedy knowledge gaps
• Assist with chatbot administration, such as designing automated conversations, identifying user intents, & matching customer queries to knowledge base content
• Execute routine content review & maintenance tasks
• Contribute ideas towards improving content strategy & the overall self-service experience

Skills & knowledge you should possess:

• 1-3 years experience, ideally in a customer support role with some experience producing help documentation, working on knowledge bases, or creating support content
• Outstanding writing skills, including a knack for articulating instructional information, prioritizing accuracy & clarity for customers 
• Ability to learn quickly & think critically about provided information, convert it into customer-friendly guides, & adapt based on audience
• Strong visual formatting sensibilities
• Familiarity with content standards or style guide
• Ability to manage competing priorities & moving deadlines 
• Comfortable working independently, taking ownership of tasks, & kicking off projects
• Strong collaborator & clear communicator

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