Knowledge Base Manager

Position Title : Knowledge Base ManagerLocation : Tempus Corporate Headquarters, 600 Technology Center Drive, Stoughton, Massachusetts, United States of AmericaRequisition Number : Req #241Description : Tempus Unlimited, Inc. is a nonprofit organization that provides community-based services to empower children and adults with disabilities to live as independently as possible in the least restrictive environment. The agency, through its programs and services, encourages the inclusion of people with disabilities into the mainstream of society, including social, recreational, family and work activities.Overview : The Knowledge Base Manager will manage the development and maintenance of our internal and external knowledge base. This role is responsible for working with a team of subject matter experts to create, maintain and optimize the organizations Knowledge Management system for our support teams.

This role will ensure employees and our agency partners, who support our client base, can quickly access accurate information leveraging a user-friendly interface. This role collaborates across departments to monitor quality trends and training gaps, work with subject matter experts to develop content, standardize documentation and the overarching design of the system, and drive adoption.The Knowledge Base Manager will work closely with subject matter experts, customer support leaders and other stakeholders to ensure critical policies and procedures are accessible which enable teams to provide accurate and consistent information to callers and / or visitors and to reduce support time and quality issues by having access to essential information. Essential DutiesContent Structure and StrategyCollaborate with team members to develop the overarching structure, design principles and brand guidelines to create a cohesive look and feel for organizational use.Establish best practices, policies for approval workflows, version control and archival process.Act as a central point of contact between Tempus, IT and the vendor partner for any on-going issues, team training needs or suggested product enhancements.Content Development Collaborate with subject matter experts across departments to identify needs, capture and document content, and review and publish information according to best practices and brand guidelines.Convert technical or complex information into clear, concise, and user-friendly content. Coach team members to ensure high-quality writing and formatting.Audit and update articles regularly to ensure accuracy and relevance.Assist in developing training materials and a training strategy for users to ensure adoption.Monitor Feedback and Continuous Improvement Measure usage, effectiveness of the user experience, and gaps in knowledge articles using analytics tools and feedback loops.Identify and recommend process improvements that enhance quality, reduce errors, and increase efficiency.CompetenciesProven experience in knowledge management, technical writing, or content management.Strong writing, editing, and communication skills with a focus on clarity, consistency, and user experience.Proven ability to develop, write, and implement organizational policies and procedures. Ability to interpret technical content and translate it for a non-technical audience.Experience managing a knowledge base e.g., Zendesk, Confluence, Helpjuice, Guru or similar)Experience in customer or technical support a plusExperience developing project plans and overseeing the execution by team membersDemonstrated ability to collaborate with cross-functional teams and external partners.Professional, approachable, and adaptable demeanor.Ability to work independently while contributing effectively as a team member.Preferred SkillsProject management experienceBasic HTML or content formatting are a plusEducationBachelors degree in Communications, Information Management, Business, or a related field or equivalent experience.Work EnvironmentThis job operates in a professional office environment.

This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.Physical DemandsThe physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to talk and / or hear.

The employee is frequently required to sit; stand; walk; use hands to finger, handle or feel; and reach with hands and arms.TravelTravel to company sites or conferences as required.Other DutiesNote this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job.

Duties, responsibilities and activities may change at any time with or without notice.

BenefitsTempus Unlimited offers great benefits that foster a happy fulfilling human work experience. We also have an array of growth opportunities for our employees to develop your career and enhance your experience.Sign on bonusReferral bonusWork / Life Balance - flexible work schedulesPaid time off - 25 days per year for full time staff14 paid HolidaysTempus Wellness - Medical, Dental, Dependent Care Reimbursement, FSA and HSABasic Life, Short Term and Long Term DisabilityOn-site gym (Stoughton Location) and wellness initiativesAnnual Reviews with merit based increasesEmployee Recognition ProgramFinancial Wellness - 403(b) Retirement Plan with matchingContinuing Education, Training and Advancement opportunitiesWork Authorization / Security ClearanceAll offers of employment made by Tempus Unlimited are contingent upon satisfactory background check results.

Pre-employment background checks will be conducted on all candidates that are offered a position at the agency in compliance with program policy as well as state and federal regulations. From time to time, these checks may be conducted on current employees to ensure compliance with all state and federal regulations and contracts.EEO StatementEqual Employment Opportunity is a fundamental principle at Tempus Unlimited, Inc. where employment from recruiting through the end of employment is based upon professional capabilities and qualifications without discrimination because of race, color, religion, sex, age, sexual orientation, veteran status, national origin, disability or any other characteristic as established by law. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.Job Family : ManagementJob Function : Non-SupervisorSalaryTravel Required : YesPI30058763018a-29952-38941728 #FalseRequiredPreferredJob IndustriesOther