Knowledge Management Specialist

ICON is looking for a Knowledge Management Specialist to support ICON’s growing infrastructure. As a Knowledge Management Specialist at ICON, you will create joint activities with the company partners through workshops, meetings, and trainings. You will also aid in the strengthened connection of information exchange within the systems. Along with giving support to establish information unity in the organization. This role is based at ICON’s Austin, TX lab and will report to the Director of Digital Infrastructure & Security on ICON’s Digital Infrastructure team.

RESPONSIBILITIES 

• Conduct an inventory of current knowledge materials and optimize knowledge management processes and systems.
• Design creative solutions and long-term strategies to effectively manage Trust and Safety institutional knowledge.
• Manage the design, creation and maintenance of internal and external Knowledge Bases (KB).
• Work closely with internal stakeholders and business partners to collect feedback on KB articles and perform necessary updates and improvements to address misalignment and misinterpretation challenges.
• Design and build a robust library of policies and SOPs and other important information for our content moderators.
• Tracks all SOPs from creation to implementation, including managing SOPs requiring review or outdated.
• Performs periodic reviews, analysis, and revisions of training materials to determine the effectiveness of training and adherence to SOPs.
• Produce high-quality guidelines for language data processing.
• Make suggestions for updating or improving our content standards.
• Follow existing content maintenance and support mechanisms.
• Help define writing projects and determine priorities.
• Builds and maintains a strong knowledge of the business, including internal and external trends.
• Create a strategy to effectively communicate knowledge updates to content moderators, monitor delivery and impact of those communication initiatives.
• Build and manage a comprehensive knowledge matrix to track and manage content moderators' knowledge of different policies and workflows.
• Possess technical SharePoint skillset that enables design, set-up and maintenance of system, processes and continuity.
• Oversees the maintenance and enhancement of a SharePoint-based procedure repository.
• Create processes and standards across various teams, workflows, and software platforms.
• Lead or coordinate with a range of creative and technical professionals (in house and external) to create a more effective and efficient KM system.
• Gather feedback on documentation to improve usability.

MINIMUM QUALIFICATIONS

• Bachelor's or Master’s degree in Business, Social Sciences, or related field.
• 5+ years of experience in knowledge management or similar roles.
• 3+ years of experience in language technology or technical writing roles.
• Experience assessing the effectiveness of SOPs and content through internal auditing processes.
• Ability to quickly grasp technical concepts and learn in-house user-interface tools.
• Ability to adapt to business needs and work in a fast-paced environment.
• Proven project management, multitasking & prioritization skills.
• Strong problem solving and analytical skills with a solutions-oriented approach.
• Experience developing web content and using HTML, XML, or other markup languages.
• Proficient with the use of KM systems, processes and principles, and is self-motivated to learn a subject, master it, and then teach others.
• High level of initiative and motivation are required as well as the ability to work with other staff and bring about consensus.