Knowledge Management Analyst III

InterActiveCorp; New York (NY); On-site; USD 74,000 - 104,000; Full time

Job summary

A leading technology company is seeking a Knowledge Management Analyst for their Digital Support team in New York. The role involves creating and improving support content for customers while collaborating with various teams. Ideal candidates should have strong writing skills, experience in support documentation, and familiarity with tools like Zendesk and Confluence. This position offers a competitive salary and a comprehensive benefits package, including paid time off and retirement contributions.

Benefits

Paid time off

Generous 401k match

Health Savings Account (HSA)

Flexible Spending Account (FSA)

Fertility reimbursement

Group term life insurance

Wellbeing resources

Qualifications

• 3-5 years experience in support roles producing help documentation.
• Outstanding writing skills for both internal and external communication.
• Ability to work independently and kick off projects.

Responsibilities

• Write and maintain articles and videos in knowledge bases.
• Audit and evaluate content for freshness and accuracy.
• Collaborate with product stakeholders to align support materials.

Skills

Writing

Content Organization

Collaboration

Tools

Zendesk Support

Zendesk Guide

Confluence Cloud

Job description

We’re looking for a Knowledge Management Analyst to join our Digital Support team to help scale the self-help experience for our customers. The ideal candidate is an exceptional writer with an innate ability to organize complex information into easily consumable and discoverable content, and can also identify and solve issues with existing support content.

This role will report to the Manager, Knowledge Management, and will collaborate with numerous teams across the organization to plan for product releases and audit existing materials. You will be encouraged to be innovative in improving our self-help experience as a whole as our team and business grow.

What you’ll do:

• Work with support specialists and other subject matter experts to write and maintain the articles and videos in our knowledge bases and advise on language best practices
• Collaborate with various product stakeholders in ensuring support materials are updated in alignment with product releases
• Closely communicate with our support team to identify and remedy knowledge gaps in the Vimeo Help Center
• Regularly audit and evaluate content for freshness and accuracy
• Review data, insights, and benchmarks that drive content decisions
• Contribute ideas to improving content strategy and the self-service experience

Skills and knowledge you should possess:

• 3-5 years experience, ideally in a support role with some experience producing help documentation, working on knowledge bases, or writing support content
• Outstanding writer able to articulate insightful information to our external and internal stakeholders
• Adhere to a style guide
• Knowledge of Zendesk Support, Zendesk Guide (Help Center), and Confluence Cloud
• Comfortable working independently and kicking off projects
• Strong collaborator who can adapt to different communication styles and preferences of different teams

Bonus points (nice skills to have, but not needed):

• Experience with video products and terminology is a plus

Base Salary Range:

• All other US cities outside above metro areas: $74,700 - $103,725

At Vimeo, we strive to hire and nurture amazing talent across the globe. Actual salaries will vary depending on factors including but not limited to experience, specialized skills, internal alignment, and location. Base salary is just one component of Vimeo's total rewards philosophy.

We offer a wide range of benefits, perks, variable compensation and where eligible long-term incentive programs.

We also offer paid time off, generous 401k match, commuter benefits, Health Savings Account (HSA), Flexible Spending Account (FSA), fertility reimbursement, group term life insurances, wellbeing resources, and more.

About Us:

Vimeo (NASDAQ: VMEO) is the world's most innovative video experience platform. We enable anyone to create high-quality video experiences to better connect and bring ideas to life. We proudly serve our community of millions of users – from creative storytellers to globally distributed teams at the world's largest companies – whose videos receive billions of views each month. Learn more at www.vimeo.com .

Vimeo is headquartered in New York City with offices around the world. At Vimeo, we believe our impact is greatest when our workforce of passionate, dedicated people, represents our diverse and global community. We’re proud to be an equal opportunity employer where diversity, equity, and inclusion is championed in how we build our products, develop our leaders, and strengthen our culture.

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