This is Work ON-SITE in IBEX Alabang for 1 month for training/onboarding, and will shift to Hybrid/WFH.

This is also on a Night Shift (US /GlobalClient)

FRENCH Bilingual is required.

Job Overview: You would responsible for the ongoing governance of a knowledge base, including its overall health and best practices. He/She should encourage correct and widespread usage of the IKB (Internal Knowledge Base), create guidelines for what information is captured and by whom, and how to keep it from growing stale.

Duties & Responsibilities:

• Define the knowledge management strategy for the IKB and maintain high quality, up-to-date, and searchable content for audiences of varying skill level.

• Work effectively across the organization with stakeholders, clients, trainers, QA, IDs and subject matter experts to develop and support new and existing products, processes and services.

• Leverage analytics to evaluate business impact, track the usage and define efficiency of the IKB content.

• Establish writing guidelines based on KB best practices

• Review and implement agent suggestions.

• Implement changes to KB articles based on requests

• Act as a subject matter expert (SME) on product specifics to ensure and validate article content accuracy.

• Review the IKB proactively and make suggestions updates that need to be made.

• Write new IKB articles as campaign launches new policies/procedures/products.

• Archive obsolete articles

• Provide updates on status of articles to stakeholders.

• Implement “change tracking” strategies, to ensure approval of all changes.

• Edit all work for spelling/grammar, conciseness/clarity and accuracy.

• All other tasks assigned.

Required Skills:

• French Bilingual/French and English Speaker

• Technical writing, content strategy, knowledge management, or similar

• Excellent written skills

• Ability to simplify complex processes into digestible formats

• Attention to detail and accuracy in documentation with respect to grammar and business writing

• Proven experience writing, maintaining and organizing articles/knowledge in digital knowledge base tools (examples: salesforce knowledge, confluence, etc.)

• Driven to make decisions using data and strong analytical thinking

• Proactive self-starter with minimal oversight required

• Flexible, with a willingness and aptitude to learn and adapt to change

• Able to collaborate and work as a team to achieve results

Helpful Skills:

• Salesforce knowledge

• Asana

• Jira

• Google Suites

• Basic HTML

• Sprint & Agile Familiarity

Specific Tasks:

• Create and edit articles in support of low impact product launches

• Manage backlog of low impact product launches

• Coordinate with SMEs to gather requirements

• Adhere to deadlines, legal requirements, and writing style guide

• Complete knowledge updates to enable Google and Coveo Snippets

• Optimize the knowledge base for images on mobile

• Fill in Keywords field for all articles

• Standardize HTML article structure. Headers tags, etc

• Update Product Categories, Article Types, Related Teams, & retag the entire knowledge base

• Add Links to Toast Classroom Offerings to Client Central articles (where applicable)

• Add links to product articles to allow customers to request a live demo

• Turn highly viewed Community Posts into articles

• Additional tasks submitted via our Asana Enablement intake form