Knowledge Manager

Kyiv+Remote
Customer Support

As a Knowledge Manager, you will be responsible for developing and supporting knowledge and information management activities related to the Customer Support Department. The position entails documentation of all key activities, development, and conduction of learning activities, and production of knowledge items to facilitate the knowledge adoption and good case practices. iDeals is an agile team that emphasizes continuous improvement and strives for our customers’ best experience.

WHAT YOU WILL BE DOING:

  • Knowledge Management (70%):
  • Developing and updating Customer Support’s documentation in relation to business processes of the department (work instructions, manuals, how-to’s, etc.) on a regular basis;
  • Present processes, updates, and documentation to a wide range of audiences including technical and non-technical personnel;
  • Developing and conducting tests and exams with the aim of assurance that knowledge is adopted and used/ knowledge gaps and the need for additional training are identified;
  • Managing the process of updates issuance;
  • Tracking knowledge usage and efficiency; 
  • Training (30%):
  • Setting up training strategy and converting it into the yearly training plan;
  • Arranging additional training on gaps/on-demand;
  • Managing training and examination materials;
  • Partaking in the knowledge check system creation (i.e. CSR certification program); Launching LMS;
  • Contributing to the development and managing a process of steady upskilling/competence development and/or maintenance;
  • Conducting training sessions for CSRs.
  • WHAT YOU SHOULD HAVE:

  • 2+ year experience in/with editing or writing; experience with creation of articles, manuals, and policies will be a significant advantage;
  • 1,5+ year experience in development and implementation of knowledge management (or related) systems and processes;
  • Solid understanding of principles of business process modeling (flow charts, eEPC, BPMN-like);
  • Advanced level of English (C1\C2), fluency in Ukrainian and\or Russian;
  • Strong verbal and written communication skills;
  • Knowledge of business communication principles;
  • Proven experience in designing and implementation of effective learning activities;
  • Content management skills
  • WHAT WE OFFER:

  • πŸ§˜πŸ»β€β™‚οΈ Flat organizational structure and management with a tech background
  • πŸ” OKR-based planning
  • πŸ„πŸ»β€β™‚οΈ Opportunities for professional development and personal growth
  • πŸ’΅ Social wellness package: 18 000 UAH for medical insurance, sports, and health-related activities
  • πŸ‘ŒπŸ» Flexible schedule and time off
  • πŸŽ‰ Corporate events, holiday celebrations, team building activities
  • πŸ’» Flexible office and possibility to work entirely remotely
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    Since 2008, iDeals has won the trust of half a million business users. We have supported thousands of customers to run high-value and mission-critical projects, from the cross-border sales of multi-billion-dollar assets to the development of revolutionary biotech products. Commitment to excellence has made iDeals the choice of big names, as well as ambitious startups. The growth goes on: the team is getting stronger; our client base and revenues are increasing year on year.

    With us, you will grow professionally by doing work you can be proud of, receive top-market compensation, and collaborate with a motivated and diverse team.

    iDeals is made up of people from a wide variety of backgrounds and lifestyles. We embrace diversity and invite applications from people from all walks of life. We don’t discriminate against employees or applicants based on gender identity or expression, sexual orientation, race, religion, age, national origin, citizenship.