Knowledge Management Team Lead

Department: Support

Employment Type: Full Time

Location: Canada

Reporting To: Charlotte Girimonte

Description

A Little Bit About Us:

We are a growing global technology company that is looking to reinvent the way organizations build Trust in People with technology and AI-backed background checks. We are proud to share that we recently secured 105 million in funding, and are becoming one of fastest-growing start-ups.

Who are Certonians?

We are soccer players, DIY creators, spicy-food lovers, karaoke lovers, wine connoisseurs, and so much more! We are a team of 400+ people currently living the dream at Certn and are looking for more team members to level us up. If you are excited about working with a group that values accountability, working synergistically with one another, being inclusive of different perspectives, and not being an a**hole - aka approaching all solutions & problems with compassion and empathy - we want to hear from you!

This Opportunity:

We are looking for a Knowledge Management Team Lead to expand our growing Support Team! Reporting to the Director of Support, you will manage a team of knowledge management specialists and technical writers in order to create, manage, and disseminate information and knowledge within the organization. As the lead, you will develop a knowledge management strategy with product and go-to-market initiatives that align content strategy against goals and objectives.

The Knowledge Management team oversees Certn's internal knowledge base, a number of our external help resources and provides guidelines for our internal content platform.

As our Knowledge Management Team Lead, you will…

• Developing consistent templates for internal stakeholders to use for tools such as Guru, Zendesk Help Centre, Git Book.
• Lead a team of technical writers and KM specialists, providing support, guidance, and career growth opportunities.
• Define Certn's knowledge management strategy for the company.
• Manage the KM team roadmap, prioritizing future work according to stakeholder needs & feedback.
• Monitor and evaluate the effectiveness of knowledge management initiatives, and make recommendations for improvements as needed.
• Determine project timelines/estimates and communicate them to stakeholders.
• Leverage analytics to make informed decisions about KM strategy and implementation.
• Assist contributors when necessary to ensure projects stay on track.
• Facilitate a project management framework for the team (Jira, Scrum, Kanban, etc.)
• Lead and collaborate with other teams and solicit feedback from key stakeholders and senior leadership to identify knowledge gaps and develop solutions to address them.
• Provide feedback on existing or newly created content.
• Stay up to date with trends and best practices in knowledge management, and communicate these to team members and stakeholders.
• Define best practices and create learning resources to disseminate the necessary knowledge to other teams & departments.

We are hoping you will bring...

• Personal adaptability in complex environments.
• Familiarity with best practices in information and knowledge management.
• Experience working within knowledge management.
• Strong analytical and problem-solving skills.
• Ability to embrace and adapt to fast-changing environments.
• Bachelor's degree in a relevant field (English, Journalism, Computer Science, etc).
• Proven leadership skills.
• Experience with content management systems, knowledge databases and collaboration tools
• Ability to produce solutions and deliverables at pace to support business timelines.
• 1 year of technical writing experience.
• Excellent communication and interpersonal skills with the ability to influence stakeholders and contributors.

The following will be considered an asset…

• Master's degree in library sciences.
• 3-5 years of technical writing experience.
• 1-year management experience of department or functional experience in addition to people leadership.

Why Certn?

Our goal is to make sure Certn is the best place for you to work. That means we are consistently asking for your feedback, researching best practices, and implementing new programs and changes in the way we work so that we can each walk away every day feeling proud to work here!

Some of the benefits you can expect at Certn are...

• Professional development budget
• 4 weeks of paid vacation
• Flex allowance
• Work-from-home allowance
• 12 wellness days
• And a few more goodies!
• Remote-first and supports flexible remote arrangements

Does this role sound like it was made for you, yet you don't check every box?

We value diversity in our teams' experience. Whatever your background, experience, ethnicity, physical ability, sexual orientation, race, and gender is, we want to hear from you! We are dedicated to fostering an inclusive and diverse environment for all employees from all walks of life. One of our corporate goals is to build an environment that will be the best place for you to work and spend your time. To accomplish that, we know we need to develop a diverse team where everyone feels included and where a variety of voices are heard.

• If you have a disability that requires accommodation during any stage of our recruitment process, please let us know how we can best assist you*