Knowledge Management Specialist | JD
- Position: Knowledge Management Specialist
- Location: Bangalore
- Department: Seller Support
Position Summary:
The Knowledge Management Specialist is responsible for developing, implementing, and maintaining an effective knowledge management system within Seller Support. This role involves designing processes, tools, and strategies to capture, organize, and distribute information to enhance the overall efficiency and effectiveness of Seller Support processes.
Key Responsibilities:
Knowledge Capture:
- Identify and document explicit and tacit knowledge of the processes.
- Collaborate with subject matter experts and or stakeholders to capture information, review, brainstorm with the operations team, document the process, gather stakeholder sign off and roll it out to the floor.
- Implement systems to collect and store knowledge from various sources.
- Identify and curate content for where the Sellers and or internal team needs support in better understanding of the process / policies
Knowledge Organization:
- Categorize and classify information to ensure easy retrieval and accessibility.
- Establish and maintain a centralized repository for knowledge assets.
- Understand and document the process, disseminate the learnings to the team.
Knowledge Distribution:
- Develop and implement strategies for sharing knowledge across departments and teams.
- Facilitate the creation of user-friendly knowledge base articles, presentations and creatives as required.
- Ensure timely dissemination of relevant information to the Seller Support team.
Implementation:
- Provide training and support to users on the effective use of knowledge base articles and the defined processes.
- Roll out team refreshers and briefings to disseminate the knowledge and the learnings.
- Track, report and initiate learning activities to help and nurture the learning within the team.
Continuous Improvement:
- Monitor and analyze the performance of the knowledge base articles and the processes.
- Collect feedback from users and stakeholders to identify areas for improvement.
- Develop and implement enhancements to optimize the pre-defined processes.
Collaboration and Communication:
- Foster a culture of collaboration and knowledge sharing within Seller Support.
- Work closely with cross-functional teams to ensure alignment with organizational goals.
- Communicate the value and benefits of knowledge management to stakeholders.
Quality Assurance:
- Establish and enforce quality standards for knowledge documentation.
- Conduct regular audits to ensure accuracy, relevance, and completeness of information.
Qualifications:
- Bachelor's degree in any field.
- Excellent communication and interpersonal skills
- Exemplary skills on powerpoint, creatives and MS office.
- Familiarity with knowledge management tools, systems, and methodologies.
- Strong organizational, analytical, and problem-solving skills.
- Ability to work collaboratively with diverse teams.
The Knowledge Management Specialist plays a crucial role in fostering a culture of continuous learning and improvement within the team. The successful candidate will contribute to the overall efficiency, innovation, and competitiveness of Seller Support through effective knowledge management practices.
