Knowledge Base Administrator

Overview

The Knowledge Base Administrator 2 is responsible for the customer portal and knowledge base (KB) that supports software products in collaboration with their stakeholders. Develops and maintains an adaptive and interactive knowledge base providing multi-scenario support to external clients and internal groups ensuring timely and meaningful technical content is released and administration of the site.

Responsibilities

• Develop and maintain a knowledge base solution across the products that integrates into internal support systems, client facing portals, and is deployable to channel partners.
• Develop a collaborative relationship with internal SMEs that permits the establishment of an organized process for the creation and maintenance of content related to product and industry changes which are published to the knowledge base system.
• Create a KB article process for analyzing, investigating proposed articles, creating new articles, copying from existing, obtaining necessary approvals, and publishing.
• Enhance the client experience and the performance of the client support team by assisting the team in creating and surfacing self service content. Gather and review metrics regarding common support questions and improve over time.
• Work with leadership to determine initial knowledge base metrics. Track yearly usage metrics for the knowledge base, refine metrics for the following year and analyze user feedback to determine likely path for enhancement of knowledge base offering.
• Provide basic administration including provisioning new users, development and maintenance of an adaptive and interactive knowledge base, providing multi-scenario support to external clients and internal groups

Basic Qualifications

• Bachelor’s Degree
• Demonstrated success in managing content libraries, developing content, or similar experience
• Solid facilitation and project management skills
• Proficient in Microsoft Office applications
• Able to thrive in a flexible, fast-paced environment
• Strong oral and written communications skills that demonstrate a professional demeanor and the ability to interact with others with discretion and tact
• Strong collaborative skills, applied successfully within team as well as with other areas
• Strong business and technology acumen
• Demonstrated ability to handle sensitive information with discretion and tact
• Demonstrated ability to influence, motivate and mobilize team members and business partners
• Strong critical thinking and problem solving skills
• Or an equivalent combination of education and experience sufficient to successfully perform the principal duties of the job

What you can expect next

• Hyland Recruiters thoroughly review every application and will contact you within 1 to 2 weeks regarding next steps. Be sure to add Hyland to your contacts list and check your spam folder so you never miss a message from us!
• Interview Process: 
  • Recruiter Screen 
  • Hiring Manager Interview 
  • Team Interview 
  • Offer!

Benefits & Contract Type

Your recruiter will share more details throughout the process - feel free to ask about our Benefit packages!

Hyland Colombia - Indefinite-term contract

Welcome to #HylandLife

Since 1991, it has been Hyland’s mission to help our employees, customers and partners exceed their potential with our industry-leading content services platform. Our employees exude a contagious energy and are passionate about what they do – whether it’s helping customers succeed, raising up their fellow Hylanders, or engaging in the communities where they live and work.

The #HylandLife hashtag encompasses our employee-centric culture. Our employees live our culture day in and day out by bringing their best self to work. Hyland supports them to do just that through career development resources, wellbeing programs and innovation practices. We thrive on diverse viewpoints and new ideas and believe that a positive, inclusive workplace is imperative to sustainable success.

As we’ve grown to a company of nearly 4,000 strong, we have the opportunity to make a significant impact on our communities. We strongly support employee initiatives and align our giving campaigns and programs to organizations that are important to them.