Company ProfileAt Sand Cherry Associates, we excel in the design and delivery of strategic customer-centric initiatives through digitally-native, data-empowered solutions.

Our client’s confidence in us is centered on exceptionally skilled, high-energy talent working with the support of the full Sand Cherry team.

Finding the right match for this role is a critical aspect of continuing that success.

OverviewWe are seeking a motivated and detail-oriented knowledge base management professional to collect, organize, edit, optimize and create content for a digital knowledge base.

In this role, you will be responsible for building content for thousands of remote telecommunications workers with that provides users with easy access to answers, guides, FAQs, and support resources, used to solve hundreds of technical issues when at a customer premise.

The content will be focused on providing answers, resolving issues, and promoting self-service for users.The information collected will need to be organized and standardized.

A content maintenance plan will need to be developed.

You will coordinate across many internal teams to gather and standardize the content.

And collaborate with a variety of workstream SMEs to ensure the content fulfills the needs of the users and is built to function optimally within the knowledge base platform.

Responsibilities: Provide users with easy access to answers, guides, FAQs, and support resources, often used in customer support or internal knowledge sharing.

Ensure content structure is organized around user queries with tagging, topic categorization, and search optimization for quick, precise access to information.

Create a user experience and taxonomy that is designed with a simple, intuitive interface, often featuring search bars, article suggestions, and feedback options (e.g., "Was this article helpful?").

Create tests to pilot content.

Review analytics to track popular topics, frequent user queries, and refine content plan as needed.

Collaborate with various teams to gather content requirements and ensure accuracy and consistency of information Create and enforce content governance standards, including content guidelines, style guide, and best practices Coordinate with developers to ensure content is displayed correctly and optimized for users Facilitate standardization of content across departments and geographic areas, ensuring the technical protocols are accurately described to the end users.

Review and edit content for grammar, spelling, clarity, and consistency Stay up-to-date with industry trends and best practices in knowledge base management Develop project plan and roadmap for executing engagement.

Provide executive level status reports in PPT, email and video calls.