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Knowledge Manager

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Epic Games

2mo ago

  • Job
    Full-time
    Mid Level
  • Customer Relations
    Research & Development
  • London
    Remote

AI generated summary

  • You need 4+ years in knowledge management, KCS certified, proficiency in LMS and authoring tools, strong writing and coaching skills, project management abilities, and a collaborative mindset.
  • You will coach KCS practices, manage the knowledge base, create and update articles, analyze feedback, lead projects, monitor KPIs, and support training initiatives and team collaboration.

Requirements

  • 4+ years in knowledge management; KCS Practices Certified
  • Proficient with Learning Management Systems, Knowledge Base software, CRMs, and authoring tools such as Captivate, iSpring, and Articulate
  • Skilled in creating training materials and delivering presentations to diverse audiences, including clients, employees, public groups, and upper management
  • Exceptional writing and coaching abilities, with a strong understanding of Search Engine Optimization (SEO) and strategies to enhance search results
  • Demonstrates agility in adjusting to new projects and processes, working autonomously, and making decisions aligned with team objectives and vision in a very fast-paced environment
  • Capable of managing and executing projects independently while adhering to established knowledge management processes
  • Aligns with and supports team vision, contributing to shared objectives while fostering a collaborative environment
  • Nice to have: Understanding of video games and gamification of learning content, including 3D learning
  • Nice to have: Ability to deal with sensitive situations and malicious content online (text, images, video)

Responsibilities

  • The Knowledge Manager is responsible for evangelizing KCS, coaching others on KCS practices, and maintaining the knowledge base for a growing team of 1300+ vendors that handle player questions, player issues, and various other agent responsibilities. You will also help maintain the article lifecycle from creation to auditing and analysis.
  • In this role, you will
  • Provide KCS coaching to colleagues as part of the KCS program. Encourage a culture of collaboration and knowledge-sharing across departments while emphasizing learning objectives and the importance of maintaining a robust knowledge base. Act as the source of truth for the Knowledge Centered Service program
  • Create, edit, and publish knowledge articles, ensuring they remain up-to-date, valid, and relevant. Collaborate with Training Managers to align article content with training materials and ensure accuracy
  • Analyze and act on feedback for continuous improvement of the knowledge base. Perform quality audits, run calibration exercises to ensure standards are met, and conduct in-depth trend analysis to identify gaps or necessary updates
  • Own and delegate knowledge management projects. Support, maintain, and configure the Knowledge Management System, ensuring it meets organizational needs and bridges gaps between tools and teams
  • Collaborate with project teams to support launches, assist other teams in developing Knowledge Management skills, and help align workflows with organizational goals. Actively work to bridge gaps between people, tools, and processes
  • Serve as the owner of Knowledge Management Key Performance Indicators. Provide actionable insights through executive summaries, presentations, and status reports to leadership, ensuring transparency and alignment with business objectives
  • Provide backup support for the Training Manager when needed and ensure the successful implementation of knowledge strategies across the organization

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.

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Epic Games

Entertainment & Media
Industry
1001-5000
Employees
1991
Founded Year

Mission & Purpose

Epic Games is a leading video game development company and technology provider in the gaming industry. They are best known for creating popular games like Fortnite and Unreal Tournament and for developing the Unreal Engine, a widely used game development platform. Epic Games' ultimate mission is to push the boundaries of interactive entertainment, delivering immersive and innovative gaming experiences to players worldwide. Their purpose lies in empowering game developers with cutting-edge technology and tools to create stunning and engaging games. Additionally, they aim to foster a thriving gaming community by providing a platform for creators and players to connect and share experiences. Through their games and technology, Epic Games seeks to shape the future of gaming, making it more accessible, enjoyable, and transformative for gamers and developers alike.