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Keynsham UK, Bristol, United Kingdom IVC Evidensia Full time

Knowledge Manager


Location – Hybrid Working (Keynsham, Bristol)

Healthy animals and happy owners – that’s the goal.


We are IVC Evidensia, and we are on a mission to build the world’s best veterinary group. Investing in people, premises and processes, we deliver outstanding care in around 2,500 locations globally.


We are looking for a Knowledge Manager to join us in our mission and support, administer, and develop the Zendesk platform used within our organisation. You will also be responsible for designing, developing, and maintaining custom applications and integrations for the Zendesk platform.

You’ll have the opportunity to work with teams across the company such as service, product and operations to ensure information is created consistently, is kept up to date and encourages employees to begin to use the knowledge base as their first point of call.

As the Zendesk Knowledge Manager your primary responsibility is to encourage correct and widespread usage of this knowledge base across multiple languages. Creating guidelines for what information is captured, and by whom how it integrates with the rest of the tech stack, and how to keep it from growing stale. This role will be a collaborative leader across the many business teams that use the Zendesk Product.

As the knowledge manager you should possess key skills such as organisation, content creation, communication, collaboration, and a strong understanding of the organisation's goals and processes.


In return, you will benefit from:

* Hybrid working environment in a dog-friendly office

* 5 weeks holiday, plus bank holidays

* Your birthday as a paid day off each year

* Cycle to work scheme

* Discounted staff pet care

* Company pension

* EAP and supportive well-being programmes

* Single Private Healthcare

* Family-Friendly policies

Day to day, the Zendesk kNOWDELE will be involved in:


*Establish the knowledge base as a key tool in the organisation to share knowledge.

*Design, develop and create guidelines for use of the knowledge base for key teams in the company on how to engage with you.

*Develop adoption and awareness campaigns for the knowledge base so employees know what they can get out of it.

*Establish process for managing multilingual articles for group services.

*Designing, developing, and managing programs related to knowledge management.

*Deploying training, communications, and awareness programs related to knowledge management.

*Implementation and maintenance of content delivered from external sources.

*Aligning knowledge and content across multiple instances and brands in Zendesk.

*Creation of knowledge templates in Zendesk and implementation of regular reviews.

*Identifying ways to improve the current knowledge management system.

*Developing new programs and solutions that meet the needs of the department.

*Collaborating with team members to capture new information that can be stored in the knowledge base.

*Maintaining the knowledge management system in Zendesk.

*Conducting evaluation strategies to gauge knowledge program effectiveness and return on investment. This can include metrics collection, analysis, and reporting.

*Encouraging a knowledge-sharing culture across the organisation, developing best practices we can utilise across the group.


Note: There may be an occasional requirement for the job holder to work out of hours during projects and implementations.


Ideally, the Zendesk Engineer will have:


*Knowledge Strategy & Content Creation: you know how to create engaging but simple to understand content for employees with a wide variety of technical skills to improve their confidence and skills in solving technical problems.

*Influence, collaboration and communication: You have some experience in large/complex multinational organisations with a wide array of stakeholders who you need to influence. You are able to work with a range of different people in different teams, tailoring your communication to the audience and managing multiple streams of work concurrently.


*Data Analysis: You can use data to aid your decisions and roadmap and to present back to stakeholders to aid their goals.


*Content Creation

*Information Organisation

*Data analysis Skills

*Communication

*Collaboration

*Project Management

*Balancing priorities

*You’ve spent time (~2+ years) working with and organising data

*Experience defining and executing a knowledge strategy.

*Experience in large/complex multinational organisations with a wide array of stakeholders


Following receipt of your application, you will be contacted by one of our experienced recruitment team.

As a BAME and LGBTQ+ inclusive employer, we are keen to hear from candidates from all minority and diverse groups. As a Disability Confident Employer, we are keen to hear from candidates with disabilities and long-term health conditions and would be happy to discuss any reasonable adjustments needed during the recruitment process.