Knowledge Manager

Epic Games; London; On-site; GBP 35,000 - 65,000; Full time

Job summary

Join a forward-thinking company as a Knowledge Manager, where you'll play a pivotal role in enhancing player experiences through effective knowledge management. This dynamic position involves coaching colleagues on best practices, creating and maintaining a robust knowledge base, and analyzing trends for continuous improvement. You'll collaborate with diverse teams, ensuring that knowledge management strategies align with organizational goals. If you're passionate about fostering a culture of collaboration and innovation, this opportunity is perfect for you. Be part of a vibrant team that values creativity and inclusivity while driving excellence in player support.

Benefits

100% benefits coverage

Private medical insurance

Dental insurance

Pension plan

Disability and life insurance

Health care cash plan

Cycle to work scheme

Flu shots

Health checks

Free therapy and coaching

Qualifications

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

Responsibilities

• Evangelize KCS and coach colleagues on knowledge-sharing practices.
• Create and maintain knowledge articles, ensuring accuracy and relevance.
• Analyze feedback for continuous improvement of the knowledge base.

Skills

Knowledge Management

KCS Practices

Learning Management Systems

Knowledge Base Software

CRM Software

Presentation Skills

SEO Strategies

Project Management

Education

4+ years in knowledge management

KCS Practices Certification

Tools

Captivate

iSpring

Articulate

Job description

WHAT MAKES US EPIC?

At the core of Epic’s success are talented, passionate people. Epic prides itself on creating a collaborative, welcoming, and creative environment. Whether it’s building award-winning games or crafting engine technology that enables others to make visually stunning interactive experiences, we’re always innovating.

Being Epic means being a part of a team that continually strives to do right by our community and users. We’re constantly innovating to raise the bar of engine and game development.

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

We pay 100% for benefits except for PMI (for dependents). Our current benefits package includes pension, private medical insurance, health care cash plan, dental insurance, disability and life insurance, critical illness, cycle to work scheme, flu shots, health checks, and meals. We also offer a robust mental well-being program through Modern Health, which provides free therapy and coaching for employees & dependents.

ABOUT US

Epic Games spans across 25 countries with 46 studios and 4,500+ employees globally. For over 25 years, we've been making award-winning games and engine technology that empowers others to make visually stunning games and 3D content that bring environments to life like never before. Epic's award-winning Unreal Engine technology not only provides game developers the ability to build high-fidelity, interactive experiences for PC, console, mobile, and VR, it is also a tool being embraced by content creators across a variety of industries such as media and entertainment, automotive, and architectural design. As we continue to build our Engine technology and develop remarkable games, we strive to build teams of world-class talent.

Like what you hear? Come be a part of something Epic!

Epic Games deeply values diverse teams and an inclusive work culture, and we are proud to be an Equal Opportunity employer. Learn more about our Equal Employment Opportunity (EEO) Policy here.

Note to Recruitment Agencies: Epic does not accept any unsolicited resumes or approaches from any unauthorized third party (including recruitment or placement agencies) (i.e., a third party with whom we do not have a negotiated and validly executed agreement). We will not pay any fees to any unauthorized third party. Further details on these matters can be found here.