What are the responsibilities and job description for the Knowledge Manager position at MAZE.DESIGN LIMITED (Maze)?
A company is looking for a Knowledge Manager to oversee customer-facing documentation and implement a knowledge management framework.Key ResponsibilitiesDevelop and maintain a knowledge management framework for customer-facing contentCollaborate with stakeholders to create and update documentation for product launches and customer educationIdentify metrics to measure the effectiveness of documentation and ticket deflection strategiesRequired QualificationsExperience implementing knowledge management frameworks and familiar with Knowledge Centered Support best practicesOperationally-minded with a customer-centric approachFamiliarity with Zendesk Support, Guide, and GatherProficiency in content strategy development and content authorshipStrong product knowledge and understanding of design, UX research, and user testing best practices