Commercial Training Manager developing and implementing training for Essity's Health and Medical Sales teams. Focusing on sales force readiness and value enhancement through effective training programs and partnerships.
About the role
- Sr Knowledge Manager enhancing internal knowledge base at Disney. Focused on technical writing and customers' support for efficient collaboration and communication.
Responsibilities
- Focuses on knowledge creation and strategy for internal knowledge base: D Tools IT
- Technical Writing – creating and publishing FAQs, how-to articles, feature comparisons, and descriptions for request forms
- Knowledge Strategy – maintain a bird’s-eye view of all content in the knowledge base
- Design the knowledge base to remove redundancy and encourage regular updates
- Create images as needed for content; partner with graphic designers to implement CSS styles
- Track article views, search terms, and other data to make decisions on new or updated content
- Ensure new and updated articles are made available to international teams
- Monitor reports from the IT service portal, Help Desk team, and internal social media
- Email, support channels, bugs, new feature announcements
- Test and provide feedback on new functionality and QA support during upgrades
Requirements
- Minimum of 5+ years of experience writing technical documentation
- Experience in customer-facing communications or relations role within a technology organization (IT organization or Enterprise Software vendor)
- Ability to gather information from SMEs (service managers, developers) to produce written documentation for business users
- Demonstrated strong written and verbal skills; can turn complex concepts into easy-to-understand resources
- Flexible, versatile writing across different media types
- Customer empathy – ability to anticipate questions from a diverse audience, and answer those questions in documentation
- Optimism/resilience - can remain positive during article review process
- Experience designing, maintaining, and managing a large knowledge base
- Intermediate-to-advanced experience with HTML 5 and CSS 3 for web layout and design
- Experience managing and updating knowledge in ServiceNow
Benefits
- Full range of medical benefits
- Bonuses and/or long-term incentive units
- Professional development opportunities
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