Knowledge Specialist
Mews, Czech Republic
Job Description
Mews is disrupting the hospitality industry with a cloud-based property management solution for hotels, hostels, apartments and more. The Mews Hospitality Cloud acts as a central nervous system for properties of all sizes, from small independent hotels to large group brands. Over 1,600 brands across 60 countries run their hotel operations, booking, payments and guest management on Mews.
Our knowledge specialist is responsible for promoting and utilizing our company's knowledge assets. They will work both internally through the company and externally with the company's key stakeholders and clients. They serve as champions to promote the concept that knowledge is everyone’s responsibility, and through each other we will learn and grow.
Responsibilities:
- Develop Knowledge Management materials by completing thorough research, analyzing educational resources and assessing the needs of Mews.
- Collaborate with stakeholders and leverage Customer Support ticketing data to identify trends where increased and/or modified Knowledge Management documentation is required.
- Maintain schedule of planned Knowledge Management and related document releases, gather and research graphics and imagery for multi-dimensional messaging.
- Build knowledge demands insight dashboard to enable improved self-service and case resolution by automatically identifying knowledge gaps and assigning gaps to subject matter expert for resolution.
- Develop a process for in-context knowledge creation by empowering customer support and employees to capture knowledge articles in context during work processes and incident management.
- Develop a knowledge management feedback loop to continuously improve organisational knowledge to act and incorporate customer and internal user feedback.
- Support knowledge management community to ensure continuous knowledge harvesting through crowdsource knowledge gathering, converting conversations into structured knowledge articles from an active and engaged community.
- Promote KCS Knowledge Centered Service as a knowledge standard approach at Mews
Requirements
- Explanatory writing skills knowledge specialist must be able to convey complicated ideas to non-expert readers with clarity and a minimum of obscure jargon.
- Information gathering whether they’re reading existing articles, interviewing subject matter specialists, or analysing processes, KM specialists conduct extensive research to prepare for their writing/video tasks. The ability to absorb complex information and compile good working notes is important for this role.
- Videos and articles a knowledge specialist may employ a variety of graphics (eg. screenshots), and other visual aids to help communicate technical concepts.
- Editing knowledge specialists work together by reviewing and editing each other’s work to improve its clarity and consistency.
- Prioritisation according to business needs - ability to lead the discovery, conduct the research; clearly define business needs and evaluate the prioritisation
- Native/fluent in French
Approach
- Share what you have learned, created, and proved
- Innovate to be more creative, inventive, and imaginative
- Reuse what others have already learned, created, and proved
- Collaborate with others to take advantage of what they know
- Learn by doing, from others, and from existing information
If knowledge is an asset, it must be managed just the same as a financial asset, our knowledge manager must be able to recognize:
- What does the organization know?
- What the organization doesn't know
- Who needs to know what?
- Who knows what (and where they are, inside or outside the organization)?
- Does our organization systematically learn from outside?
- Do we create knowledge here?
- Is the newly created knowledge replicated to the necessary places?
- Do we measure and assign a value to knowledge assets?
- Is our working environment knowledge friendly?
Benefits
- Unlimited Holiday
- Flexible working hours/location
- Access to extensive health amp; wellness programs (online)
- Participation in employee equity program
- Regular team events