Technical Knowledgebase Manager

| Greater Boston Area
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CloudHealth Technologies has an incredible opportunity for someone to serve as a champion for the definition, development and strategic organization of corporate knowledge and intellectual know-how across our business. This will include technical product documentation, procedures, uses cases, training, and business examples across our business along with additional projects that will stem from this mission. Writing is a critical part of the role but equally important is soliciting and coordinating contributions from other subject matter experts across the company and transforming information into the Knowledge Base. We expect the successful candidate will be equal parts technically curious (able to master the CloudHealth Platform), skilled collaborator, and excellent communicator. The successful candidate will be able to demonstrate how they have organized technical knowledge in past roles and show a capability to appropriately prioritize multiple projects.

You Will:

  • Define, develop and maintain a strategic plan for improving, transforming and leveraging the existing knowledge base(s) and create the process for incorporating future documentation, procedures, videos, training materials and other content into a comprehensive Knowledge Base for Customer Operations teams and other stakeholders. This includes definition of the Knowledge Base schema, access, search and User interface to maximize effectiveness
  • Define and implement processes and procedures for knowledge management including templates and ‘style guides’ for future writers which will ensure clear, concise and accurate documentation. Responsible for the review, editing and approval for all Knowledge Base submissions.
  • Assist in the revision and/or creation of all knowledge base content, ensuring all content is documented in the same format/structure, presented in an easily digestible format, cataloged, properly submitted and are readily available to all users.
  • Write and organize technical documents for internal and external use, complementing and optimizing existing materials as needed.
  • Conduct in-depth interviews with cross-functional subject matter experts to gain an understanding of the features and functionality being documented, and incorporate information into the knowledge base. This will also include working with customers and sales teams for customer facing content.
  • Incorporate the content utilized by the Customer Support and Customer Success Teams for internal and external training / reference and ensure ongoing maintenance as the product evolves.
  • Perform regular audits of the current knowledgebase to identify documentation and organization needs
  • Provide updates when necessary

You Have:

  • Well-honed verbal and written communication skills with minimum 4+ years of technical documentation and content management experience.
  • Relevant documentation and organization work experience within a software or IT organization
  • Proven strong written communicator with technically complex topics.
  • Demonstrated team-based project experience.
  • Proficiency with documentation management or other knowledge base technologies
  • History of success working in highly autonomous, fast paced, ever-evolving environment
  • Excellent interpersonal communication skills and the ability to build rapport with wide range of personalities across multiple departments.
  • BS or BA degree

Our benefits don't stop with competitive salaries, 401K plans, comprehensive medical, dental, vision, and life/disability insurance or flexible PTO. To give everyone a stake in the business, we ensure everyone gets equity. Plus, there's the usual good stuff like Commuter & Gym reimbursements, Apple hardware, Free snacks, lunches, and beer. Have a well behaved, office friendly pooch? We heart dogs - so bring em' in

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Location

100 Summer Street, 20th Floor, Boston, MA 02110

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