We’re looking for a Knowledge Management Analyst to join our Digital Support team to help scale the self-service support experience for both our customers and our global support team. The ideal candidate is an exceptional writer with an innate ability to organize complex information into easily consumable and discoverable content and chatbot conversation experiences to help our customers help themselves. They should also have a keen eye for identifying issues with and improving existing support content.

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

What you’ll do:

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

Skills and 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 and clarity for customers  Ability to learn quickly and think critically about provided information, convert it into customer-friendly guides, and adapt based on audience Strong visual formatting sensibilities Familiarity with content standards or style guide Ability to manage competing priorities and moving deadlines  Comfortable working independently, taking ownership of tasks, and kicking off projects Strong collaborator and clear communicator

Bonus points (nice skills to have, but not needed):

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