Technical Knowledge Manager

5 days ago

Glasgow, United Kingdom Netwrix Corporation Full time

Join the Winning NETWRIX Team
About Us: Our commitment to simplicity and innovation sets us apart, making cybersecurity both accessible and effective for all organizations.
Our more than 900 remote employees across 35 countries work to ensure a brighter digital future by safeguarding data, identities, and infrastructure reducing both the risk and the impact of a breach.
Netwrix empowers security professionals to face digital threats with confidence by enabling them to identify and protect sensitive data as well as to detect, respond to, and recover from attacks.
More than 13,500 organizations across 100+ countries rely on Netwrix solutions to strengthen their security and compliance posture.
By reducing the cybersecurity burden with Netwrix, organizations concentrate on advancing their cause while reducing cyber risk.
With more than 15 years of expertise in the field, Netwrix continues to expand its market presence through innovation, organic growth, and strategic acquisitions (Stealthbits, StrongPoint, Anixis, NNT, PolicyPak, UserCube, Mateso,Imanami, CoSoSys, Remediant).
Our journey is further strengthened by the backing of the renowned private equity firms, TA Associates and Centerbridge Partners.
And now we are seeking a proactive and seasoned documentation expert with strong leadership skills and an IT background.
This dual-role position involves architecting and overseeing the knowledge base while driving organizational change.
Responsibilities: Content Development and Management Develop and maintain high-quality, up-to-date content for the internal knowledge wiki and public knowledge base.
Ensure content is easily searchable and user-friendly to reduce customer support tickets and enhance the user experience.
Analyze the effectiveness of the knowledge base and implement improvements based on user feedback and performance metrics.
Collaboration and Improvement Partner with the technical documentation team to align content with current product offerings and enhance help center resources.
Work with technical enablement specialists to integrate updated technical information into training materials and sessions.
Liaise between support, engineering, product management, and other experts to gather, synthesize, and translate complex technical information into clear, actionable content.
Act as a change agent, identifying and implementing industry best practices to improve the knowledge center's impact.
Quality Control and Leadership Communicate with Subject Matter Experts (SMEs) to ensure quality control for all knowledge base content.
Regularly review and edit content to maintain clarity, accuracy, and adherence to the Chicago Manual of Style (CMOS).
Champion continuous process improvement, building and enforcing standards to enhance the technical knowledge management team.
Lead training sessions to promote best practices in content management and ensure consistent process adherence.
Key Qualifications: Proven experience managing technical knowledge bases and creating user-focused documentation.
Strong editing, proofreading, and content development skills, with an excellent command of the English language.
Familiarity with Windows system administration and technical documentation processes.
Experience using Salesforce knowledge management tools and other content management systems.
Background in customer service, training, or technical education, with a demonstrated ability to write content that reduces support inquiries.
Preferred Qualifications: Bachelor's degree in Technical Communication, English, Education, or a related field.
Certification in Technical Communication is a plus.
Knowledge of KCS (Knowledge Centered Service) principles and experience implementing them.
Familiarity with the Chicago Manual of Style (CMOS) for style, usage, and grammar.
Why You'll Love Working at NETWRIX: Employment according to the Labor Code; Additional paid day off at your B-day; Excellent Health Benefits; Wellness Programs (walking challenges, virtual yoga classes, and virtual stretching exercises); Challenging projects and opportunities for Career Advancement; Casual and Innovative Upbeat Work Environment; Team Orientated and Collaborative Colleagues.
All Told…We're a Culture that Truly Cares About our Employees, and Their Voice to Help Us Thrive
We welcome people across all different backgrounds and experiences and look forward to hearing from you
NETWRIX is an Equal Opportunity Employer

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