Knowledge Management

What is a Knowledge Manager?

A knowledge manager is responsible for the ongoing governance of a knowledge base, including its overall health and best practices.
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Who makes a good knowledge manager?

Anyone whose job it is to champion the use of a knowledge base can be a knowledge manager, but those who formally take on the role and responsibilities tend to include:

  • Enablement managers (including revenue, sales, and CX enablement)
  • IT managers
  • Operations managers
  • Program managers
  • Learning and Development managers

Is there a formal "Knowledge Manager" role?

Yes. Depending on the size of the organization, the type of knowledge base, and the knowledge management strategy implemented, a company may choose to create dedicated knowledge management role.

Example Knowledge Manager job description

The primary responsibility of the Knowledge Manager will be to develop techniques and procedures for organizing, locating, and enabling access to relevant knowledge and expertise required to address specific business tasks in our knowledge base. Additionally, they will be responsible for creating governance and standards across the various teams, workflows and integrated apps.

An ideal candidate thrives in a dynamic fast-paced environment and has a background in leading content and information architecture strategy across an organization. As a Knowledge Manager, you will define the content/knowledge management strategy and lead the content architecture and strategy. The role will focus on developing, auditing, and maintaining high quality content for employees.

You'll work closely with key stakeholders across the company to maintain consistency at a global scale and align the content strategy with their vision. You will play a significant role in the development of a successful and effective knowledge base and will have a direct impact on employees day to day.

Primary Responsibilities include:

  • Define the knowledge management strategy for our knowledge base and maintain high quality, up-to-date, and searchable content for audiences of varying skill level
  • Work effectively across the organization with stakeholders, change management, service teams, trainers, curriculum developers and subject matter experts to develop and support new and existing products, features, and services.
  • Leverage Guru's analytics to evaluate business impact, track the usage and define efficiency of the knowledge base content.
  • Lead, coach and develop a team of authors from each department
  • Establish writing guidelines based on knowledge base best practices and develop the team to ensure they are achieving or surpassing them.

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