Sr Knowledge Manager

At Disney, we’re storytellers. We make the impossible, possible. The Walt Disney Company (TWDC) is a world-class entertainment and technological leader. Walt’s passion was to continuously envision new ways to move audiences around the world—a passion that remains our touchstone in an enterprise that stretches from theme parks, resorts and a cruise line to sports, news, movies and a variety of other businesses. Uniting each endeavor is a commitment to creating and delivering unforgettable experiences — and we’re constantly looking for new ways to enhance these exciting experiences.

The Enterprise Technology mission is to deliver technology solutions that align to business strategies while enabling enterprise efficiency and promoting cross-company collaborative innovation. The Enterprise Technology organization drives competitive advantage by enhancing our consumer experiences, enabling business growth, and advancing operational excellence.

Team Description:

This role is part of the Technology Enablement & Adoption (TEA) organization. Our mission is to ensure that TWDC employees and Cast Members are aware of Enterprise Technology-provided technologies and technology changes, and to enable them to use our technologies well and in ways that enhance their work and support responsible and efficient collaboration and communication with partners.

Responsibilities of Role:

Who you are

• You have outstanding writing skills, but just as importantly, you love working with people. You can partner with a technologist and understand their technical jargon, but you can also put yourself in an end user’s shoes and write for their understanding. You have a gift for injecting friendliness and even excitement into topics other writers would consider dry or boring, and you’re passionate about helping others learn new things. You’re good at building relationships with others and want to help them anyway you can: whether that’s writing an article, conducting an interview to understand them better, or building a communications campaign to reach people where they are. You’re good at strategy and knowledge base design and can streamline disparate and fragmented information into a well-organized and accessible repository.

What you will be doing

The Senior Knowledge Manager focuses on knowledge creation and strategy for our internal knowledge base: D Tools IT, but will also assist with additional teamwork, such as customer support and communications. This may include:

• Technical Writing – creating and publishing FAQs, how-to articles, feature comparisons, descriptions for request forms, and other related content, with an eye toward simplicity.
• Knowledge Strategy – maintain a bird’s-eye view of all content in the knowledge base, ensuring consistently in structure and tone, accuracy of content, and recommendations for new and updated ways to present information and track value. Design the knowledge base to remove redundancy and to encourage regular updates that keep content fresh and reduce the number of orphaned articles.
• HTML and Image Support – Create images as needed for content; partner with graphic designers to implement CSS styles; and lightweight to moderate content editing in HTML when the WYSIWYG editor is insufficient for some formatting changes.
• Reporting – Track article views, search terms, and other data to make decisions on new or updated content. Proactively suggest updates that will keep content fresh and engaging.
• Managing Translations Process – ensure new and updated articles are made available to international teams, and that translations are made available in timely manner for product/service launches.
• Monitoring Trends – Monitor reports from the IT service portal, Help Desk team, and within internal social media to ensure top questions are addressed and that the portal is user-focused rather than service-focused.
• Customer Support - Email, support channels, bugs, new feature announcements
• Communications - Direct email, support channels, and digital displays; provide a go-to resource so that communications can be kept short and engaging.
• Upgrade Support – Test and provide feedback on new functionality and QA support during upgrades of the knowledge base tool itself.

Must Haves:

• Minimum of 5+ years of experience writing technical documentation
• Experience in customer-facing communications or relations role within a technology organization (IT organization or Enterprise Software vendor)
• Ability to gather information from SMEs (service managers, developers) to produce written documentation for business users
• Demonstrated strong written and verbal skills; can turn complex concepts into easy-to-understand resources
• Flexible, versatile writing across different media types
• Customer empathy – ability to anticipate questions from a diverse audience, and answer those questions in documentation
• Optimism/resilience - can remain positive during article review process
• Experience designing, maintaining, and managing a large knowledge base
• Intermediate-to-advanced experience with HTML 5 and CSS 3 for web layout and design
• Experience in customer-facing communications or relations role within a technology organization (IT organization or Enterprise Software vendor)

Nice to Haves:

• Experience in IT Operations or IT Support in an enterprise environment
• Content authoring and web publishing with WordPress or other modern web CMS platforms
• Experience with end-user change management planning and execution
• Experience managing and updating knowledge in ServiceNow
• Experience with multimedia formats such as infographics or short videos
• 3-5 years technical experience collaborating with IT or software engineering teams in communications, technical writing or learning & development

Education:

• Bachelor's degree and/or equivalent work experience

The hiring range for this position in Los Angeles is $87,100 to $106,200 per year, in Seattle is $91,200 to $111,200 per year, and in Florida is $83,000 to $101,100 per year. The base pay actually offered will take into account internal equity and also may vary depending on the candidate’s geographic region, job-related knowledge, skills, and experience among other factors. A bonus and/or long-term incentive units may be provided as part of the compensation package, in addition to the full range of medical, financial, and/or other benefits, dependent on the level and position offered.