Knowledge Management Specialist, Consultant

The Knowledge Management Specialist is responsible for managing Client Care content for within Microsoft Dynamics support articles and functions as a knowledge management expert for client experience improvements. This role involves editing and publishing new and updated content and documentation to team members and will require a strong partnership with the Service Experience team members, Product Support Engineers, Training, and other key stakeholders. Additionally, this role involves ongoing oversight of knowledge governance.

This role performs a range of knowledge management tasks that support the overall Client Care knowledge strategy, including but not limited to the following Responsibilities:

• Collaborate closely with line of business leadership to understand gap analysis for current knowledge.
• Oversee business-critical documentation, ensuring alignment with content standards inclusive of style guides and templates, for consistency and quality across knowledge.
• Partner with line of business leadership to understand and analyze impact of product changes and feature launches on business processes and related knowledge.
• Execute the implementation of long-term knowledge management strategies in partnership with the Director of Knowledge Management.
• Collaborate with line of business leadership to make changes to documentation and processes, as required.
• Manage multiple projects and priorities effectively, ensuring timely delivery of high-quality documentation.
• Train new and existing users of the knowledge base to train for user roles and provide day-to-day user support.
• Assess and implement AI solutions for content development and management.
• Champion continuous improvement by measuring the impact of documentation efforts through various metrics and analytics.
• Partner with a Service Experience/GTM liaison to understand product changes and feature launches sufficiently to assess the potential impact to Client Care and direct related process and documentation changes.
• Provide ongoing communication to team members across Client Care for process and documentation changes.

This is a hybrid position. Expectation of days in the office will be confirmed by your Hiring Manager. ​