Knowledge Management Specialist

Job description

ViaEurope means: smart Web-Apps & APIs combined with real warehouses, clearing thousands of parcels each day, bringing products from all over the world to Europe!


ViaEurope is seeking an excellent Knowledge Management Specialist (KMS) with broad business understanding and proven experience in writing technical content to join the ViaEurope Academy team.

As a Knowledge Management Specialist, you will be responsible for managing, building, maintaining, and optimizing content and finding opportunities to improve the content delivery strategy across multiple regions (Europe and China) and multiple channels (website, Academy, social media including WeChat in China). You will investigate knowledge base metrics to determine patterns and gain insight about user experience as well as craft team briefs that synthesize the data into lean summaries and action plans.

The Knowledge Management Specialist will partner closely with clients, partners and business teams to translate complex processes into simple end-user-focused solutions. You will anticipate the needs of both clients and employees, including our internal support agents, and participate in the continuous evolution of the content management program as well as increase our visibility and authority on specific topics.


Duties & Responsibilities:

  • Create, manage and update a high volume of content for internal teams and clients. You will work with a big scope of content from technical documentation, technical software instructions and process-flows documentation to business innovations and user engagement content.

  • Work with different business teams (e.g., operational, logistics, product, growth) in a multidisciplinary environment.

  • Evaluate the user needs and requirements, thinking together with the teams in order to produce clear, structured documentation that fits into the company standard.

  • Search and collect the relevant input in order to create the required content including data and input collection, conducting research and identifying needs.

  • Work with multiple tools to deliver your best content, including graphical visuals and video content.

  • Keep up with the development of the business in terms of industry and business development as well as technical innovation.

  • Stay proactive by looking for opportunities to improve, where possible, the documentation and workflows in the departments.

Requirements

  • You have at least 1-3 years of meaningful content management experience with good editorial judgment, ideally within a technical environment.

  • Excellent written and verbal interpersonal skills in English

  • High level of business and technical insight who can apply technical writing principles to produce instructional content that is concise, direct, and engaging to a global audience

  • Ability to synthesize complex processes into simple and engaging language

  • Excellent skills in Excel (including the ability to produce pivot tables/charts) and Powerpoint

  • Familiarity with operational metrics and reporting and proficiency in data analysis and data-based decision-making

  • Sharing knowledge mindset with a consulting attitude to help and support others

  • Proven skills and success in process improvement design and workflow analysis/ Clear track record of helping customers/partners/clients achieve and evolve business results

  • Creative thinking, eager to learn new skills and expand knowledge.


About ViaEurope

We work in English and we believe that concise and effective written and verbal communication affects the quality of our work and defines a successful team. Also, one of ViaEurope's core values is to develop ourselves. Your education or background is less important to us than your ability to take on a task and get it from concept to production. ViaEurope boasts an education budget for conferences and online learning materials, so don't question yourself too much, we got your back!

About us

  • Start-up mindset that has a casual work environment and dress code
  • We believe that technology drives our business
  • Our team includes a diverse cultural background
  • We care for work-life balance and offer the flexibility to work from home and/or from our e-HUBs
  • Involvement: ability to participate in meetings, team building events, celebrations, and much more
  • Self-empowerment: we believe in people and therefore give space for own initiatives and self-development


Interview process

1. Get-to-know call with the Hiring Managers

2. Invitation to take our content writing challenge 

3. Expertise & Skills interview: presenting your work followed by deep dive into your experience with the hiring manager and another team member

4. Company Culture: call with Head of Talent

We are very fast with our recruiting process!