Knowledge Base Writer - Operational Excellence 15007
The Operational Excellence department at West Virginia University is seeking applications for a Knowledge Base Writer. The Knowledge Base Writer will be responsible for the overall development, support, and maintenance of the knowledge base library within the Operational Excellence team of Shared Services. Monitors the quality of service center support and acts as an interface between customer groups across campus and the service center. Obtains feedback, gathers customer requirements, and writes knowledge base articles within the Customer Relationship Management (CRM) system. The position is responsible for the overall development & maintenance of the knowledge base (KB).
As a Knowledge Base Writer, you will have experience editing and creating in-depth content for the knowledge base and the ability to drive consistency and uniformity. You will have a strong understanding of customer needs and experience acting as a customer advocate. Working with other editors and writers on the team and you will use the editorial process to ensure high-quality articles for the knowledge base library and community.
As a member of the Operational Excellence team, this position will lead cultural transformation through assisting other team members and shared services in process improvement initiatives.
In order to be successful in this position, the ideal candidate will:
Maintain and update the knowledge base templates, style guides, article content development and publications.
Write knowledge base articles in a concise step-by-step format with attention to detail in the Salesforce cloud-based system.
Build relationships and work with customers (business units and colleges) across campus to gather and provide feedback for enhancements and knowledge development.
Coordinate with Subject Matter Experts and leaders across campus in various departments to build a robust knowledge base. This includes face-to-face and virtual meetings.
Maintain and update spreadsheets/databases concerning the knowledge base.
Analyze the knowledge base dashboard for article improvement opportunities and provide recommendations for articles.
Research and gather data via surveys, customer and service center feedback and implement changes/enhancements.
Generate, compile, and discuss reports on customer feedback along with usage of the knowledge base.
Develop plans to improve customer satisfaction by enhancing knowledge articles and creating new ones to meet customer needs.
Provide final editing and approval of articles.
Review article style and adhere to approved style guides.
Ensure information is current, accurate and comprehensive.
Develop and deliver educational programs to service center staff as requested by the Operational Excellence Director.
Analyze the knowledge dashboard daily and salesforce community site for studying trends and research improvement opportunities.
Maintain and stay abreast on trends, academic programs, departments and university goals.
Participate in continuous improvement activities and projects and assist in creating a culture of continuous improvement throughout shared services.
Bachelor's degree or equivalent combination of education and/or experience is required.
Two (2) years of experience in the following:
Experience with writing and editing documents, procedures, publications, articles, etc.
Experience in developing step-by-step procedures that are easily understandable for a broad audience is desired.
Experience with case management systems (Salesforce Service Cloud), preferred but not required.
Superior writing, editing and proofreading skills.
The ability to make information easily understood for broad audiences to ensure a user-friendly experience.
High degree of independence/self-starter, dependability, and motivation.
Ability to work well in team environments.
Complex problem-solving ability, including the ability to identify root causes and develop solutions.
Superior understanding the importance of structured information for storing and retrieving knowledge.
Highly engaging and strong ability to articulate expectations and build strong relationships with customers.
Excellent communication skills and ability to produce clear, concise information.
High ability to pay attention to details.
Proven Time Management, Prioritization, Multi-Tasking, and Organization Skills.
Excellent soft customer service skills and understanding of customer needs.
Acute attention to detail and ability to work both independently and as part of a team.
Strong interpersonal, communication, and ability to build support and relationships among many constituents.
Ability to work at many organizational levels and collaborate across business units and with leadership.
Ability to complete tasks in a fast-paced environment, learning new tools and processes with strong ability to be flexible.
Knowledgeable in Human Resources, Finance, and Grants processes and procedures is desirable.
Strong skills with using Microsoft Office i.e. (Teams, Word, Excel, Power Point).
Knowledge of Continuous Improvement methodologies is a plus.
Knowledge of eLearning Instructional Design (Articulate Storyline, Camtasia, etc.) is desirable but not required.
Ability to maintain consistency with article development following by templates and procedures from creation to publishing.
Follow established standards for the current knowledge base development and business processes.
Ability to provide recommendations for improvements to current processes and knowledge base.
Ability to work remotely when required.
At West Virginia University, we pride ourselves on a tireless endeavor for achievement. We are home to some of the most passionate, innovative minds in the country who push their limits for the sake of progress, constantly moving the world forward. Our students, faculty and staff make this institution one of the best out there, and we are proud to stand as one voice, one university, one WVU. Find out more about your opportunities as a Mountaineer at https://talentandculture.wvu.edu/
West Virginia University is proud to be an Equal Opportunity employer, and is the recipient of an NSF ADVANCE award for gender equity. The University values diversity among its faculty, staff, and students, and invites applications from all qualified applicants regardless of race, ethnicity, color, religion, gender identity, sexual orientation, age, nationality, genetics, disability, or Veteran status.
Job Posting: Jun 24, 2020
Posting Classification: Non-Classified
Exemption Status: Exempt
Benefits Eligible: Yes
Internal Number: 206303
About West Virginia University
West Virginia University, founded in 1867, has a long and rich history as a public, land-grant institution. WVU encourages scholarship and offers high-quality academic programs while serving the state of West Virginia and the nation. WVU statewide includes campuses in Beckley, Charleston, Keyser, Martinsburg and Morgantown – which has been ranked as a #1 Small City in America. WVU is an R1 Doctoral Research University (Highest Research Activity), one of only 115 nationwide. WVU offers 212 degrees throughout the 14 colleges and schools. Areas of specialty include STEM education, healthcare in Appalachia, shale gas utilization, radio astronomy and forensics. WVU researchers have helped confirm the existence of gravitational waves and uncovered diesel vehicle emissions discrepancies. Statewide, there are over 31,000 graduate and undergraduate students along with 190,000 alumni worldwide. WVU is reinventing West Virginia’s future by strengthening education, healthcare and broad-based prosperity.