Role & Job Purpose
The Knowledge Management team’s mission is to help Wise achieve Mission 0 through enabling its operational teams to scale and provide excellent service to our customers by building and maintaining a centralised, easily accessible and high-quality knowledge base.
As a Knowledge Management Specialist, you will support the Knowledge Management Lead and the broader Knowledge Management team to ensure operational teams have information & knowledge management mechanisms in place to support the speed of learning, deliver high quality products and services, develop, share, reuse and continuously improve practices across the entire global operational teams. You are going to help coordinate the operational & product related changes and improvements to reduce risks of negative agent or customer experience ultimately contributing towards the Wise mission by dropping cost for operations.
You will utilise your domain expertise and your outstanding capability to create excellent knowledge base articles by following the end-to-end knowledge management lifecycle, mapping and documenting workflows of your given domain (product, currency, or operational area), as well as keeping them up to date; this way contributing to a centralised, easy-to-use knowledge base and an overall better experience for both internal and external customers.
You will support your lead in the implementation of the Knowledge Management Strategy and Framework. You will provide support to your peers by performing quality checks and proofreading content prior to publishing to internal or external customers. You will act as an ambassador for the Knowledge Management strategy and framework, as well as contribute to building a knowledge sharing culture at Wise. You will lead meetings with stakeholders in operational teams and other servicing teams, sharing with them the KM projects and initiatives you are driving.
As a Knowledge Management Specialist you will have the opportunity to learn about industry best practices in the field of Knowledge Management, project management, technical writing, process mapping, article design, building standard operating procedures (SOPs) and contributing to their implementation.
Responsibilities
Follow and execute on the Knowledge Management Lifecycle (E2E processes) for discovering, capturing, storing, sharing, applying and reviewing knowledge and information across the assigned domain (product or operational team)
Convert implicit/tacit knowledge to explicit knowledge based on the KM E2E processes
Identify embedded knowledge and information throughout the organisation, continuously improve it by eliminating outdated processes and establishing new procedures
Promote knowledge and information sharing
Lead Knowledge Management Specialist interviews and participate in Knowledge Management Lead interviews
Serve as a subject matter expert to connect people with the relevant information, resources and knowledge holders in response to requests for information
Participate and execute on monthly KM review cycles and daily rotation activities
Document all project related tasks in the KM Jira board and meet deadlines while actively participating in and meaningfully contributing to sprint meetings, stand-ups, opening & closing ceremonies and project related meetings
Proactively identify and reach out to knowledge holders and SMEs
Keep knowledge base articles, FAQ content, Quick replies/Admin emails up to date by regularly reviewing the content and design to ensure consistently delivering high quality standards
Support meeting KM Operational Level Agreements
Drive KM initiatives and projects on the product and regional level
Provide proofreading on all KM content prior to publishing
Perform quality checks on knowledge base articles, FAQ content and Quick replies/Admin emails
Identify knowledge transfer mechanisms and collaborate with the operational training teams on transferring knowledge and information to the relevant audience
Collaborate with the QA team on reducing critical errors through driving impactful projects on the product or regional level
Responsible for tailoring and improving the KM E2E, its operating procedures and design templates for new content creation
Understand and build success criteria for your projects by building on the Application process thus driving data-based decisions to increase efficiency in operational teams
Create SOPs for the KM team and document them in the KM handbook
