Knowledge Manager

Plano, Texas

1. Knowledge Base Development:
   • Design, structure, and maintain a comprehensive knowledge base for internal and external use.
   • Create, curate, and update knowledge articles, FAQs, troubleshooting guides, and procedural documentation.
   • Ensure content is accurate, concise, and user-friendly.
2. Content Governance:
   • Establish and enforce standards and processes for knowledge creation, review, and publication.
   • Regularly audit knowledge assets to ensure relevance and compliance with organizational policies.
   • Monitor usage metrics and feedback to improve content quality and accessibility.
3. Collaboration & Training:
   • Work closely with support teams, subject matter experts, and product teams to identify knowledge gaps and capture essential information.
   • Train support staff on effective use of the knowledge management system.
   • Promote a culture of knowledge sharing across the organization.
4. Technology Management:
   • Select, implement, and manage knowledge management tools and platforms.
   • Integrate the knowledge base with customer support systems such as ticketing, chatbots, or CRM solutions.
   • Stay informed on industry trends and advancements in knowledge management technology.
5. Performance Analysis:
   • Track key performance indicators (KPIs) such as article usage, resolution time, and customer satisfaction to assess the impact of the knowledge base.
   • Provide regular reports and insights to stakeholders.
   • Develop and implement strategies to address performance gaps.
6. Customer-Centric Focus:
   • Ensure the knowledge base aligns with customer needs and preferences.
   • Solicit and incorporate feedback from users to improve content and usability.

• Bachelor's degree in Information Management, Communications, or a related field.
• 3+ years of experience in knowledge management, technical writing, or customer support roles.
• Strong writing and editing skills, with an emphasis on clarity and organization.
• Excellent collaboration and communication skills.
• Analytical mindset with the ability to use data to drive decisions.

• Attention to detail and commitment to quality.
• Problem-solving and critical thinking skills.
• Ability to manage multiple priorities and deadlines.
• Customer-focused approach to content development.

Your health and well-being are important to us. That's why we invest in our team members by offering competitive benefits to support their health and financial wellness. Learn more about how we care for our people.

Tyler is subject to regulations, guidelines, and/or client requirements relating to the qualifications of Tyler personnel performing certain client work. Because of the nature of this position, it is a requirement that the candidate can successfully pass a federal background check at the time an offer is extended and over the course of employment with Tyler.