Knowledge Mgmt Architect, Facebook (NY)

Knowledge Management Architect, Facebook – NY

The LiveRail team at Facebook is looking for a Knowledge Management Architect to develop a world class resource center that will be used by customers and internal teams as a means of communicating and sharing targeted product and services information. As the architect you will decide on platform, utilities and set editorial standards used in communicating technical product information in a concise and easy to understand manner. The ideal candidate has experience in building a knowledge resource center and has demonstrated ability to deliver training content to customers and internal stakeholders effectively.

Responsibilities

• Create and manage a knowledge platform for creating, distributing and managing content used by customers and internal teams globally across functions
• Works closely with the Sales and Services teams to create effective training artifacts (documents, videos, CBTs) that enable customers to quickly use the product while identifying continuous improvements that will reduce support issues
• Own all structured training efforts including new hire training and LiveRail University for customers
• managed the delivery mechanisms for the content (webinars, in-person trainings, cbt etc)
• Define and set the editorial standards in delivering content with the same consistency in style of language, use of visuals cues and prompts for a global audience
• Develops operational metrics for assessing quality and effectiveness in delivering targeted response to customers and internal users
• Drives continuous improvement in learning and training content and mediums that best supports the effective dissemination of LiveRail’s knowledge base to customers and internal users globally
• Works closely with client services, product engineering and marketing teams to ensure documentation is technically accurate and effective in addressing the subject

Requirements

• 4+ years of experience in a technical support environment, including the maintenance of a knowledge base platform
• 2+ years of direct experience overseeing and delivering knowledge sharing programs and technical documentation
• Online advertising experience is preferred (ad operations experience is a plus) Demonstrated success in delivering a knowledge base platform in a client facing environment
• Excellent writing, proofreading and editing skills and the ability to produce and organize content with a logical flow
• Demonstrated ability to do hands-on research and obtain necessary technical content from subject matter experts while translating it into clear, concise documentation
• Cross functional experience in delivering projects and initiatives in meeting multiple projects and assignments
• College degree required

To apply:  https://www.facebook.com/careers/department?dept=sales&req=a0IA000000G3iHKMAZ