**A NOTE ABOUT THIS FELLOWSHIP: This program is intended for the Department of Defense’s SkillBridge program-eligible Service members.**
Position Description:
Okta’s Knowledge Management (KM) team is seeking a Knowledge Management Associate Fellow to assist with projects focused on building a knowledge-focused organization in Customer Support. This role will support the implementation of a KM framework that will empower both employees and customers. The KM team handles internal and external content including Okta help, knowledge bases, known errors, and more. This content is essential in enabling people to do their jobs without needing to contact support, and in enabling support, sales engineers, customers, and partners to efficiently discover information.
As a Knowledge Management Associate Fellow, you will have the opportunity to collaborate within the KM team to support projects aimed at improving the adoption of KM best practices and improving the quality of support knowledge within the Customer Support organization.
Job Duties and Responsibilities:
- Support of knowledge quality improvement initiatives including identifying and updating out of date links and content, performing quality assurance checks on knowledge base articles (in line with established content standards), identifying opportunities to improve the readability of support knowledge
- Perform editorial reviews of content prior to publishing for external consumption via self-service
- Run reports and analyze data to identify trends and improvement opportunities of KM operations
- Support KM adoption projects such as internal marketing campaigns and incentive programs
- Supporting KM operations including maintenance of support video library, quick guides and supporting documentation, monitoring training compliance and requests for assistance from Customer Support team members and ensuring draft KBAs move through the lifecycle in a timely manner
Ideal Skills:
- Experience in knowledge or information management discipline
- Experience with customer support, customer-focused mindset
- Detail oriented and focused on quality of content
- Strong collaboration, communication and writing skills
- Experience using data and analytics to identify trends
- Proven ability to manage multiple projects at once
- Thrives in a fast-paced environment with a high rate of change
Education and Training:
- Training and/or certification in knowledge management a plus
**This Fellowship does not in any way lead to, guarantee or provide any entitlement to employment with Okta, Inc. or any of its subsidiaries and affiliates.**
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