We’re looking for Knowledge Management Specialists to join our team within the CS, KYC and FinCrime domains.
Purpose of the role
The main purpose of the Knowledge Management Specialist role is to contribute to the building and maintenance of Servicing Teams centralised knowledge bases, as well Product Functions’, to enable scalable solutions & driving process optimisation.
As a Knowledge Management Specialist, you will use your technical writing expertise on the applicability of the KM E2E lifecycle to perform operational activities focused on our Knowledge Bases management, to enable the best customer outcome. Your role’s primary focus is defined by your Content Writing contributions, with your secondary focus being around flagging Knowledge Gaps and improvement opportunities. To achieve that, you follow the standard operating procedures and other internal guidelines to deliver high quality materials that close knowledge gaps, convert tacit knowledge into explicit knowledge, and support the needed compliance requirements of the given topic. You have a good understanding of the Knowledge Management team’s strategy and are able to correlate it to your responsibilities and contributions. You will provide support to your peers and act as an ambassador for the Knowledge Management strategy and framework, as well as contribute to building a knowledge sharing culture at Wise.
Activities performed on the job
Knowledge Base Management
Perform content creation and content management on non-customer facing Knowledge Base articles in Confluence (or other tools required to your job) while adhering to KM internal processes
Acts on Jira ticket requests around content management to perform content creation, content updates and content archival, as well as following the proper guidelines on ticket handling to ensure labels, status and comments are properly added on the Jira tickets
Maintain high content accuracy and compliance with internal guidelines, ensuring all content updates align with regulatory and style standards
Follow the E2E guidelines to develop and maintain simplified process flows and visual aids to document workflows on Knowledge Bases, ensuring accessibility for stakeholders.
Contribute to Knowledge Base Management upkeeping, by following the steps on KM E2E lifecycle to create and manage content inventories and content repositories, taxonomy & KM Sandbox or BackOffices
Identify knowledge & process gaps and improvement opportunities from BAU and agent feedback, and provide informed suggestions to ensure relevant feedback is implemented in future articles.
Able to analyse problems, identify root causes and contribute to the corrective actions driven by KM Senior Specialists
Support with audits on Knowledge Bases and Processes
Workload Management & Peer Assist
Assist in onboarding new joiners and support specialists needing extra support
Available to host side-by-sides when needed
Follow guidelines on workload management by adhering to Jira Board updates, as well as operational work schedules
Team Communication & Meetings
Participates and engages on assigned team meetings
Participates and engages on one-on-one meeting with Team Leads, displaying proactiveness around your development
Asks for and gives feedback to peers, stakeholders and leads via Anytime Feedback, as well as within GrowWise cycles for Self-Review
Acts as a Knowledge Management ambassador by actively facilitating collaboration and communication across Servicing Teams & Product Functions and individual Knowledge Holders (KHs), to increase knowledge retention across all functions at Wise
Personal Development
Take ownership of personal development by engaging in learning opportunities, upskilling, and contributing to team knowledge-sharing initiatives
Complete compulsory courses