FAQs
What is the main responsibility of the Knowledge Manager role?
The main responsibility of the Knowledge Manager role is to evangelize Knowledge-Centered Service (KCS) practices, coach others on these practices, and maintain the knowledge base for a large team of vendors that handle player questions and issues.
What qualifications are needed for the Knowledge Manager position?
The position requires 4+ years of experience in knowledge management and a KCS Practices Certification, along with proficiency in Learning Management Systems, Knowledge Base software, CRMs, and authoring tools like Captivate, iSpring, and Articulate.
How does the Knowledge Manager support collaboration across departments?
The Knowledge Manager encourages a culture of collaboration and knowledge-sharing, acting as a source of truth for the KCS program while ensuring that learning objectives and the importance of a robust knowledge base are emphasized.
Will the Knowledge Manager be involved in creating training materials?
Yes, the Knowledge Manager will create, edit, and publish knowledge articles and collaborate with Training Managers to align article content with training materials.
How does the Knowledge Manager handle feedback and improvements?
The Knowledge Manager analyzes feedback for continuous improvement of the knowledge base, performs quality audits, runs calibration exercises, and conducts trend analysis to identify gaps or necessary updates.
What are some desirable skills for this position?
Desirable skills include exceptional writing and coaching abilities, understanding of Search Engine Optimization (SEO), agility in adjusting to new projects and processes, and the capability to manage and execute projects independently.
Is knowledge of the gaming industry required for this role?
While not required, having an understanding of video games and the gamification of learning content is considered a nice-to-have skill for this position.
Are there any specifics about the work environment for this role?
The role is open to multiple locations across North America and Europe, supporting a collaborative, welcoming, and creative work environment.
What benefits are offered for the Knowledge Manager position?
Epic Games offers a comprehensive benefits package that includes 100% coverage for benefits except for Private Medical Insurance (PMI) for dependents, pension, private medical insurance, dental insurance, disability and life insurance, critical illness coverage, and more.
Is Epic Games an equal opportunity employer?
Yes, Epic Games values diverse teams and an inclusive work culture and is proud to be an Equal Opportunity employer.