77589BR   Broomfield, Colorado 80020

Knowledge Management Specialist

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Job Description:

Did you know that Bright Horizons’ contact center has been consistently named as one of the Top 100 Call Centers in North America? Are you a contact center professional interested in joining our award-winning team? Well look no further, as are now hiring for a Knowledge Management Specialist!

As the Knowledge Management Specialist, you will be responsible for developing, updating, and growing our Knowledge Management System to maintain Bright Horizons as a knowledge-enabled organization. You will work with the contact center staff to find accurate and contextual content and help implement standard knowledge management processes and procedures.

What you will be doing:

  • Establish and govern knowledge sharing and content management processes.
  • Develop processes and procedures by which new content is created, updated, reviewed, and published.
  • Coordinate the collection, loading of, and access to usable ‘knowledge’ in the Knowledge Base using content management processes/protocols.
  • Ensure knowledge content formats, templates, and standards are created, maintained, and consistently utilized.
  • Provide training to content providers on system usage and writing methods and standards.
  • Continually improve knowledge management practices by running usage reports, maintain content inventory, solicit feedback, and ongoing process improvement activities.
  • Document and maintain detailed process flows and documentation across all business lines supported in the Contact Center.
  • Participate in quality initiatives such as project teams, promotions, process documentation, and document control.

Job Requirements:

What we hope you will bring to the role:

  • 2+ years’ related experience or equivalent combination of education and experience required.
  • Experience with HTML preferred
  • Knowledge Centered Support (KCS) knowledge and experience is desirable.
  • Knowledge of call center processes and procedures required.
  • Intermediate level of knowledge/expertise in Microsoft Office Suite – Word, Excel, PowerPoint.
  • Detail-oriented with strong analytical and problem-solving skills.
  • Excellent written and verbal communication skills.
  • Ability to evaluate the user experience and content design.

Having technical issues with your application?

Bright Horizons is dedicated to creating a workforce that promotes and supports diversity and inclusion. We provide equal employment opportunities to all individuals without discrimination. Bright Horizons complies with the laws and regulations set forth in the following EEO is the Law Poster: EEO IS THE LAW.

Applicants requiring a reasonable accommodation for any part of the application and hiring process should contact the recruitment helpdesk at 855-877-6866 or Determinations on requests for reasonable accommodation will be made on a case-by-case basis.