Knowledge Management Architect

Jio is hiring for the role Knowledge Management Architect

Requirement

Qualification: Graduate

Total Experience: 5–8 years

Work Location: RCP, Navi Mumbai

Job Description

• Plan and construct subject domains to effectively disseminate the organizational knowledge.
• Follow/Create robust User acceptance criteria to build all FAQs and Decision-Making Scenarios.
• Understand how Knowledge management and content management tools is adapted by end users.
• Work closely with the Subject Matter Experts (SME’s), KM lead and the end customers to create customized knowledge solutions.
• Effectively use the KM platform and functionalities of content fitment to increase the KM interactivity and adaptability.
• Work with multiple stakeholders to validate the scenarios and decision trees, include industry best practice in KM content writing.
• Work with SME’s to develop/finalize appropriate Knowledge management content with the most preferred output for end user.
• Create, Update, Upload and Archive content for a variety of support audiences:
• Creating troubleshooting scenarios to resolve customer issues.
• Articles with product, specs.
• Frequently asked questions on Products and Processes.
• Creating Dynamic Notifications.
• Feedback integration of the end user in KM content.
• Suggest KM Tool improvement areas for better and faster customer experience.
• Work on multiple channels or business lines simultaneously, directly with technical product and process owners.
• Deliver results and output which is error free and always before timeliness.

Skills Required

• Excellent written and oral communication skills.
• Knowledge on basics of information analytics.
• Good hands-on knowledge in Microsoft Word, Visio & Excel.
• Internal and external customer service orientation.
• Interpersonal and relationship building skills.
• Knowledge on HTML, Java & T2R for Jio will be an added advantage.