In this role, you will:

Own and maintain our Application Production Support knowledge base, which includes organizing all of our content and information management systems and establishing a governance framework to maintain high standards for content accuracy, consistency, and compliance Harness data from multiple sources (Service Desk, chatbot, Incidents/ Problem tickets, Confluence) to continuously improve the support and end-user experience, while building out trust systems to validate information or knowledge updates – e.g. implementing a “reinforcement learning from human feedback” (RLHF) process Partner with engineering teams to build out the self-fortifying information and knowledge ecosystem and future-proofing our systems for scale

You might thrive in this role if you: 

Have experience in technical writing, content or knowledge management systems, and knowledge-cantered support (KCS)  Possess an understanding of end-user support workflows and are familiar with tools like ServiceNow or similar platforms – but also bring a researcher’s mindset to analyzing and improving these systems.  Are skilled in data analysis and can derive insights from Incidents; Problems; Service Requests to continuously improve information, knowledge, and systems  Enjoy cross-functional collaboration and working closely with product, engineering and Production Support teams to implement cutting-edge solutions  Are a proactive problem-solver and project/program manager.