Have you excelled at creating knowledge base articles to increase the support team’s productivity? Have you developed technical knowledge base articles or playbooks for multiple software products? Are you a rock star using instructional design tools? If so, you belong to our elite Knowledge Team!
As a Knowledge Architect, you will create and maintain a library of training courses, maintain the central repository of knowledge articles, write pages and playbooks within the central support confluence space, and manage multiple stakeholders and Subject Matter Experts (SME). Your ability to work on multiple projects concurrently will be a great differentiator in this role.
“Being a Knowledge Specialist means thinking outside-of-the-box and finding creative ways to work closely with myriad Trilogy teams, gather mounds of information, and then synthesize that information into an amazing learning experience for others. It’s not always easy and the processes are a little more freeform but the payoff is incredibly rewarding when you see your hard work helping agents to resolve tickets faster.”
Louise T, Knowledge Architect
To excel in this position you will need to:
Other highly desirable skills/experience include: