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For Companies At a Glance
- Tasks: Lead knowledge management initiatives and coach teams on best practices.
- Company: Join Epic Games, a leader in innovative game development and technology.
- Benefits: Enjoy a collaborative culture, remote work options, and opportunities for growth.
- Why this job: Be part of a passionate team that values creativity and community impact.
- Qualifications: 4+ years in knowledge management; KCS Practices Certified required.
- Other info: Nice to have: Understanding of video games and experience with gamification.
The predicted salary is between 36000 - 60000 £ per year.
Community Manager – Greater London, United Kingdom
Job Description
At the core of Epic’s success are talented, passionate people. Epic prides itself on creating a collaborative, welcoming, and creative environment. Whether it’s building award-winning games or crafting engine technology that enables others to make visually stunning interactive experiences, we’re always innovating.
Being Epic means being a part of a team that continually strives to do right by our community and users. We’re constantly innovating to raise the bar of engine and game development.
Player Experience
The Player Experience is responsible for the overall health and happiness of Epic’s players across all consumer products within the Epic Games ecosystem. The Player Experience organization partners closely with internal and external stakeholders, relentlessly driving innovation and continuous improvement on behalf of all Epic’s players.
WHAT YOU\’LL DO
The Knowledge Manager is responsible for evangelizing KCS, coaching others on KCS practices, and maintaining the knowledge base for a growing team of 1300+ vendors that handle player questions, player issues, and various other agent responsibilities. You will also help maintain the article lifecycle from creation to auditing and analysis.
RESPONSIBILITIES
- Provide KCS coaching to colleagues as part of the KCS program. Encourage a culture of collaboration and knowledge-sharing across departments while emphasizing learning objectives and the importance of maintaining a robust knowledge base. Act as the source of truth for the Knowledge Centered Service program.
- Create, edit, and publish knowledge articles, ensuring they remain up-to-date, valid, and relevant. Collaborate with Training Managers to align article content with training materials and ensure accuracy.
- Analyze and act on feedback for continuous improvement of the knowledge base. Perform quality audits, run calibration exercises to ensure standards are met, and conduct in-depth trend analysis to identify gaps or necessary updates.
- Own and delegate knowledge management projects. Support, maintain, and configure the Knowledge Management System, ensuring it meets organizational needs and bridges gaps between tools and teams.
- Collaborate with project teams to support launches, assist other teams in developing Knowledge Management skills, and help align workflows with organizational goals. Actively work to bridge gaps between people, tools, and processes.
- Serve as the owner of Knowledge Management Key Performance Indicators. Provide actionable insights through executive summaries, presentations, and status reports to leadership, ensuring transparency and alignment with business objectives.
- Provide backup support for the Training Manager when needed and ensure the successful implementation of knowledge strategies across the organization.
REQUIREMENTS
- 4+ years in knowledge management; KCS Practices Certified.
- Proficient with Learning Management Systems, Knowledge Base software, CRMs, and authoring tools such as Captivate, iSpring, and Articulate.
- Skilled in creating training materials and delivering presentations to diverse audiences, including clients, employees, public groups, and upper management.
- Exceptional writing and coaching abilities, with a strong understanding of Search Engine Optimization (SEO) and strategies to enhance search results.
- Demonstrates agility in adjusting to new projects and processes, working autonomously, and making decisions aligned with team objectives and vision in a very fast-paced environment.
- Capable of managing and executing projects independently while adhering to established knowledge management processes.
- Aligns with and supports team vision, contributing to shared objectives while fostering a collaborative environment.
- Nice to have: Understanding of video games and gamification of learning content, including 3D learning.
- Nice to have: Ability to deal with sensitive situations and malicious content online (text, images, video).
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Knowledge Manager (REPOSTED) employer: PC Games Insider
Contact Detail:
PC Games Insider Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Knowledge Manager (REPOSTED)
✨Tip Number 1
Familiarize yourself with Knowledge-Centered Service (KCS) practices. Since the role emphasizes coaching others on KCS, demonstrating your understanding and experience in this area during interviews will set you apart.
✨Tip Number 2
Showcase your ability to create and manage knowledge articles effectively. Be prepared to discuss specific examples of how you've maintained a knowledge base or improved documentation processes in previous roles.
✨Tip Number 3
Highlight your experience with Learning Management Systems and authoring tools like Captivate or Articulate. Being proficient in these tools is crucial for the role, so be ready to share how you've used them to enhance training materials.
✨Tip Number 4
Demonstrate your analytical skills by discussing how you've used feedback to improve knowledge management systems in the past. This shows your commitment to continuous improvement, which is key for this position.
We think you need these skills to ace Knowledge Manager (REPOSTED)
Some tips for your application 🫡
Understand the Role: Take the time to thoroughly read the job description for the Knowledge Manager position. Understand the responsibilities and requirements, especially the emphasis on KCS practices and knowledge management.
Tailor Your CV: Customize your CV to highlight relevant experience in knowledge management, coaching, and creating training materials. Make sure to include any certifications, particularly in KCS practices, and showcase your proficiency with Learning Management Systems and authoring tools.
Craft a Compelling Cover Letter: Write a cover letter that reflects your passion for knowledge management and your understanding of the gaming industry. Emphasize your ability to foster collaboration and your experience in maintaining a knowledge base, as well as your exceptional writing and coaching skills.
Showcase Your Skills: In your application, provide specific examples of how you've successfully managed knowledge projects or improved knowledge sharing in previous roles. Highlight your agility in fast-paced environments and your ability to align with team objectives.
How to prepare for a job interview at PC Games Insider
✨Show Your Passion for Knowledge Management
Make sure to express your enthusiasm for knowledge management and how it can enhance player experience. Share examples of how you've successfully implemented KCS practices in the past.
✨Demonstrate Collaboration Skills
Since the role emphasizes collaboration, be prepared to discuss how you've worked with cross-functional teams. Highlight specific instances where you fostered a culture of knowledge-sharing.
✨Prepare for Technical Questions
Brush up on your knowledge of Learning Management Systems and Knowledge Base software. Be ready to discuss your experience with tools like Captivate, iSpring, and Articulate, as well as your approach to creating training materials.
✨Emphasize Continuous Improvement
Talk about your experience with analyzing feedback and conducting quality audits. Provide examples of how you've identified gaps in knowledge bases and implemented improvements to enhance user experience.
