Knowledge Manager

Job Description

Job Posting Title: Knowledge Manager Req ID: 10072311 Job Description: At Disney, we?re storytellers. We make the impossible, possible. The Walt Disney Company is a world-class entertainment and technological leader. Walt?s passion was to continuously envision new ways to move audiences around the world?a passion that remains our touchstone in an enterprise that stretches from theme parks… resorts and a cruise line to sports, news, movies and a variety of other businesses. Uniting each endeavor is a commitment to creating and delivering unforgettable experiences ? and we?re constantly looking for new ways to enhance these exciting experiences. The Enterprise Technology mission is to deliver technology solutions that align to business strategies while enabling enterprise efficiency and promoting cross-company collaborative innovation. The Enterprise Technology organization drives competitive advantage by enhancing our consumer experiences, enabling business growth, and advancing operational excellence. This role is part of the Digital Workplace & User Experience organization. Our mission is to enable the digital employee in their day to day work through efficient delivery and integration of common and secure platforms, products and devices that provide them with an experience that supports responsible and efficient collaboration and communication with partners. Who you are You have outstanding writing skills, but just as importantly, you love working with people. You can partner with a technologist and understand their technical jargon, but also put yourself in an end user?s shoes and write for their understanding. You have a gift for injecting friendliness and even excitement into topics other writers would consider dry or boring, and you?re passionate about helping others learn new things. You?re good at building relationships with others and want to help them anyway you can: whether that?s writing an article, conducting an interview to understand them better, or building a communications campaign to reach people where they are. What you will be doing The Knowledge Manager focuses on knowledge creation and strategy for our internal knowledgebase: D Tools IT, but will also assist with additional teamwork, such as customer support. Technical Writing ? Writing and publishing FAQs, how-to articles, feature comparisons, descriptions for request forms and other related content. Knowledge Strategy ? Maintain a bird?s eye view of all content in the knowledgebase, ensuring consistency in structure and tone, accuracy of content, and recommendations for new ways to present information and track value. HTML and Image Support ? Create images as needed for content; partner with graphic designers to implement CSS styles; and lightweight content editing in HTML when the WYSIWYG editor is insufficient for some formatting changes. Reporting ? Track article views, search terms, and other data to make decisions on new or updated content. Monitoring Trends ? Monitor reports from the IT service portal, Help Desk team, and within internal social media to ensure top questions are addressed and that the portal is user-focused rather than service-focused. Upgrade Support ? QA support during upgrades of the knowledgebase tool itself. Basic Qualifications Minimum of 5+ years of experience writing user documentation. Ability to gather information from SMEs (service managers, developers) to produce written documentation for business users. Proven strong written and verbal skills; can turn complex concepts into easy-to-understand resources. Basic-to-intermediate experience with HTML 5 and CSS 3 for web layout and design. Customer empathy ? ability to anticipate questions from a diverse audience and answer those questions in documentation. Edit, clarify, and proofread documents written by others. Preferred Qualifications 5+ years of experience in IT Operations or IT Support in an enterprise environment. Experience updating knowledge in ServiceNow or other ITSM platforms. Experience with multimedia formats such as infographics or short videos is a plus. Content authoring and web publishing with WordPress or other web CMS platforms. Intermediate-to-advanced experience with HTML 5 and CSS 3 for web layout and design. Research/analysis skills – the ability to research audience, technologies, industry trends. Optimism/resilience – can remain positive during article review process. 2-3 years technical experience collaborating with IT or software engineering teams in communications, technical writing or learning & development. Education Bachelor’s Degree and/or equivalent work experience The hiring range for this position in California is $84,500 to $113,300 per year. The base pay actually offered will take into account internal equity and also may vary depending on the candidate?s geographic region, job-related knowledge, skills, and experience among other factors. A bonus and/or long-term incentive units may be provided as part of the compensation package, in addition to the full range of medical, financial, and/or other benefits, dependent on the level and position offered. Job Posting Segment: Enterprise Technology Job Posting Primary Business: Digital Experience Primary Job Posting Category: Learning & Development Employment Type: Full time Primary City, State, Region, Postal Code: Burbank, CA, USA Alternate City, State, Region, Postal Code: Date Posted: 2023-12-27 Learn more about us