Knowledge Manager

Epic Games; Berlin; Vor Ort; EUR 45.000 - 85.000; Vollzeit

Zusammenfassung

An established industry player is seeking a Knowledge Manager to enhance player experience through effective knowledge management. In this pivotal role, you will lead KCS initiatives, coach teams, and ensure the knowledge base remains relevant and impactful. Your expertise will drive collaboration across departments, improve training materials, and support project launches. With a focus on continuous improvement and a commitment to player satisfaction, this position offers a unique opportunity to make a significant impact in a dynamic environment. Join a forward-thinking company that values innovation and employee well-being, and be part of a team that is dedicated to enhancing the overall player experience.

Leistungen

Higher employer contribution on public health insurance

100% employer paid annual health check-ups

Supplemental company supported pension

Survivors benefit

Long-term disability insurance

Robust mental well-being program

Free therapy and coaching for employees & dependents

Qualifikationen

• 4+ years in knowledge management with KCS certification.
• Proficient in Learning Management Systems and Knowledge Base software.

Aufgaben

• Coach colleagues on KCS practices and maintain knowledge articles.
• Analyze feedback for continuous improvement of the knowledge base.

Kenntnisse

Knowledge Management

KCS Practices

Learning Management Systems

Knowledge Base Software

CRM Software

SEO Strategies

Project Management

Training Material Creation

Presentation Skills

Coaching Abilities

Ausbildung

KCS Practices Certification

Bachelor's Degree (related field)

Tools

Captivate

iSpring

Articulate

Jobbeschreibung

PLAYER EXPERIENCE

What We Do

Player Experience is responsible for the overall health and happiness of Epic’s players across all consumer products within the Epic Games ecosystem. The Player Experience organization partners closely with internal and external stakeholders, relentlessly driving innovation and continuous improvement on behalf of all Epic’s players.

What You'll Do

The Knowledge Manager is responsible for evangelizing KCS, coaching others on KCS practices, and maintaining the knowledge base for a growing team of 1300+ vendors that handle player questions, player issues, and various other agent responsibilities. You will also help maintain the article lifecycle from creation to auditing and analysis.

In this role, you will

• Provide KCS coaching to colleagues as part of the KCS program. Encourage a culture of collaboration and knowledge-sharing across departments while emphasizing learning objectives and the importance of maintaining a robust knowledge base. Act as the source of truth for the Knowledge Centered Service program
• Create, edit, and publish knowledge articles, ensuring they remain up-to-date, valid, and relevant. Collaborate with Training Managers to align article content with training materials and ensure accuracy
• Analyze and act on feedback for continuous improvement of the knowledge base. Perform quality audits, run calibration exercises to ensure standards are met, and conduct in-depth trend analysis to identify gaps or necessary updates
• Own and delegate knowledge management projects. Support, maintain, and configure the Knowledge Management System, ensuring it meets organizational needs and bridges gaps between tools and teams
• Collaborate with project teams to support launches, assist other teams in developing Knowledge Management skills, and help align workflows with organizational goals. Actively work to bridge gaps between people, tools, and processes
• Serve as the owner of Knowledge Management Key Performance Indicators. Provide actionable insights through executive summaries, presentations, and status reports to leadership, ensuring transparency and alignment with business objectives
• Provide backup support for the Training Manager when needed and ensure the successful implementation of knowledge strategies across the organization

What we're looking for

• 4+ years in knowledge management; KCS Practices Certified
• Proficient with Learning Management Systems, Knowledge Base software, CRMs, and authoring tools such as Captivate, iSpring, and Articulate
• Skilled in creating training materials and delivering presentations to diverse audiences, including clients, employees, public groups, and upper management
• Exceptional writing and coaching abilities, with a strong understanding of Search Engine Optimization (SEO) and strategies to enhance search results
• Demonstrates agility in adjusting to new projects and processes, working autonomously, and making decisions aligned with team objectives and vision in a very fast-paced environment
• Capable of managing and executing projects independently while adhering to established knowledge management processes
• Aligns with and supports team vision, contributing to shared objectives while fostering a collaborative environment
• Nice to have: Understanding of video games and gamification of learning content, including 3D learning
• Nice to have: Ability to deal with sensitive situations and malicious content online (text, images, video)

This role is open to multiple locations across North America and Europe (including CA & NYC).

EPIC JOB + EPIC BENEFITS = EPIC LIFE

Our current benefits package includes higher employer contribution on public health insurance, 100% employer paid annual health check ups, supplemental company supported pension, survivors benefit and LTD. We also offer a robust mental well-being program through Modern Health, which provides free therapy and coaching for employees & dependents.