At NICE, we don't limit our challenges. We challenge our limits. Constantly. We're relentless. We're ambitious. And we make an impact. Our NICErs bring their A game and spend each day turning it into an A+. And if you're like us, we can offer you the kind of challenge that will light a fire within you.
Job brief
The Technical Knowledge Specialist will be responsible for the end-to-end management of the NICE Technical Knowledge Management System. From meeting with stakeholders to develop/write content, quality assurance of the material, and publishing the content for use by our internal and external stakeholders. The person will work closely with Subject Matter Experts (SME's) across NICE Domains (R&D, Support, Professional Services) to ensure that all published material is clear, consistent, and free of errors.
This position will also be responsible for ongoing maintenance and monitoring of the Technical Knowledge system ensuring that all content is relevant, searchable, and updated in accordance with NICE standards.
Responsibilities
- Collaborates with subject matter experts to determine technical documentation needs.
- Supports corporate wide teams to develop, edit, and produce technical implementation, support and troubleshooting knowledge, ensuring that all materials are produced in a standard format.
- Provides guidance and technical support to project teams to initiate and maintain knowledge management practices.
- Improves processes through better use of knowledge in conjunction with the business units.
- Reviews and edits content for grammar, spelling, punctuation, and syntax errors.
- Editing content and following up with owners to ensure updates are completed on schedule.
- Managing and enforcing the system structure including but not limited to templatizing, indexing, updating, and ensuring no duplication.
- Provide input on product requirements and usability.
- Ensuring appropriate tagging to ensure searchability.
- Analysis of the Knowledge bases to monitor overall health and utility.
Skills & Experience
- You will need to be capable of collaborating with product managers, engineers, developers and other technical specialists.
- Strong ability to research, analyse, structure and document technical information and translate into easy-to-understand documentation.
- The ability to work with stakeholders at all levels of the business to deliver information and ideas clearly and accurately.
Education Requirement:
Bachelor of Science in Business, Information Systems, Computer Science, Technical Communication, Project Management or related field or equivalent experience required.
Experience Requirement:
4-5 years working to actively contribute knowledge to the organization as either a Technical Writer, Knowledge specialist or similar capacity.
- Project Management experience
- Strong technical writing/editing skills with exceptional attention to detail.
- Exceptional written and verbal communication skills
- Ability to disseminate technically complex concepts into a simplified and well-organized format.
- The ability to collaborate, get consensus across different teams, and establish productive relationships.
- Strong organizational skills
- Ability to work with multiple people and departments.
- Ability to work independently with little supervision.
- Ability to work in a global, collaborative, and dynamic team environment.
- Competent in HTML and CSS
- Highly proficient in Microsoft Office (Outlook, Word, Excel, and PowerPoint) as well as Visio
Bonus Experience
- Understanding of SaaS Contact Center technology
- Experience with Generative AI Tools
I would add to that: provides guidance and technical support.. [IY1]
About NICE
NICELtd. (NASDAQ: NICE)software products are used by 25,000+ global businesses, including 85 of the Fortune 100 corporations, to deliver extraordinary customer experiences,fight financial crimeand ensure public safety.Every day, NICE software managesmore than120 million customer interactions and monitors3+billion financial transactions.
Known as an innovation powerhouse that excels in AI, cloud and digital, NICE is consistently recognized as the market leader in its domains, with over 8,500 employees across 30+ countries.
NICE is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, marital status, ancestry, neurotype, physical or mental disability, veteran status, gender identity, sexual orientation or any other category protected by law.
