Sr. Specialist – Knowledge Management

Department:

CARE Learning

Location:

Berlin | Manila | Montego Bay| Tunis | Venlo

Job Purpose

The Senior Knowledge Management Specialist is responsible for creating and publishing high-quality content to support both customers and customer service specialists. This role contributes to the long-term strategy of key global projects and collaborates closely with teams across CARE Knowledge Management, Product, Engineering, and Analytics.

The role requires thriving in a fast-paced, high-energy environment, effectively managing tight deadlines, and developing realistic schedules while delivering impactful content for diverse audiences.

Organizational Chart

Meet the Expert

Video Description

Job Description

Roles and Responsibilities

The list of responsibilities below is not a definitive list and is subject to change as the business needs deem necessary. The Team Lead may be required to undertake differing tasks within their capability.

Content Creation and Management

Write, edit, and publish high-quality content for internal and external customers, ensuring clarity, accuracy, and accessibility.
Provide content support for escalations and urgent situations.
Analyze Help Center usage, customer support data, and user feedback to continuously improve Help Center documentation.

Strategic Collaboration

Collaborate with Product, Engineering, Analytics, and other teams to align content strategies with global project goals.
Collect and analyze data and insights to inform strategic decisions and optimize content delivery.
Make recommendations to inform and improve content strategy.

Continuous Improvement

Own and drive enhancements to Vista's content and content authoring systems.
Identify and implement opportunities to improve content development processes.

Project Management

Manage multiple complex projects simultaneously, ensuring deadlines are met with high-quality deliverables.
Develop realistic schedules and maintain a sense of urgency for project execution.

Tasks and activities

Content Development

Create and update articles, guides, and resources tailored for a variety of audiences, including customer service specialists and customers.
Ensure content aligns with structured authoring standards such as DITA.

Data Analysis and Feedback Utilization

Use Help Center analytics, user feedback, and customer support data to identify areas for content improvement.
Monitor content performance and make data-driven updates to enhance its effectiveness.

Stakeholder Collaboration

Participate in cross-functional meetings to gather input and gain alignment on content strategy and execution plans.
Act as a knowledge-sharing partner by supporting initiatives from other teams.

Process Optimization

Streamline content workflows to improve efficiency and effectiveness.
Document best practices and processes to support team-wide consistency.

Customer Support Enhancement

Provide quick-turnaround support for escalations or urgent documentation needs.
Help ensure the Knowledge Base and related resources are always up to date and valuable to users.

Preferred Skills and Qualifications

Bachelor’s Degree or equivalent.
Native or fluent command of the English language; additional EU languages are a plus.
2+ years of demonstrated experience in content management and project management.
Proficiency with content management processes and tools, such as DITA or similar structured authoring standards.

Preferred skills and competencies

Content Expertise

Strong ability to write, edit, and publish high-quality content for diverse audiences.
Familiarity with analyzing data to improve documentation and support content strategies.

Project Management Skills

Demonstrated ability to manage multiple complex projects simultaneously, with a focus on meeting tight deadlines.
Strong organizational skills to develop and maintain realistic project schedules.

Collaboration and Communication

Excellent verbal and written communication skills to work effectively with cross-functional teams.
Ability to align and coordinate strategies with teams in Product, Engineering, and Analytics.

Technical Proficiency

Experience with content management tools and structured authoring standards (e.g., DITA).
Comfortable leveraging data insights from systems like Help Center usage and customer support metrics to improve content quality.

Problem-Solving and Innovation

Proactive in identifying opportunities for process improvement and content optimization.
Skilled at addressing urgent escalations and delivering solutions in fast-paced environments.

Vista Behaviours

The Vista Behaviors provide a common language and shared understanding for how we expect all team members to carry themselves and are the behaviors we most value as an organization. They serve as a universal set of principles that outline how we should evaluate decisions and debate. They provide clarity on the culture we need in order to perform and be successful at every level of the organization.

Obsess over our customers and creators.