At IVC Evidensia, we’re on a mission to go beyond healthy for every pet (and their owners). Modern Pet owners take their pet’s health seriously. They want products & services personalised to their needs, guiding them on their journey together, empowering them to be the best owner and giving their pets the best life. We are there for every moment of care, from those first steps at home together, great nutrition & hygienic medication, wellness checks and more. We are there with reassuring trusted advice, regular vaccinations, specialist health treatment, those big life emergencies and everything in-between. We have thousands of clinics and specialists across the UK, Europe and Canada, serving millions of happy pets every year, plus a wide range of pet services to turn our vision into reality.
We are now building a team of passionate, dedicated, and fast-moving individuals that will drive the vision and build products that will change how pet owners seek and receive care. We’re looking for Engineers who are eager to help change the way our industry works, embrace our culture and to help build the next generation of products in our space whilst driving technical excellence.
What will you be doing?
This role will be responsible for owning the growth and usage of the knowledge base internally to increase the ability for employees to self-serve information. This will in turn help us to reduce contacts with the service desk for simple enquiries.
You’ll work with teams across the company such as service, product and operations to ensure information is created consistently, is kept up to date and encourages employees to begin to use the knowledge base as their first point of call.
As the Zendesk Knowledge Manager your primary responsibility is to encourage correct and widespread usage of this knowledge base across multiple languages. Creating guidelines for what information is captured, and by whom how it integrates with the rest of the tech stack, and how to keep it from growing stale. This role will be a collaborative leader across the many business teams that use the Zendesk Product.
As the knowledge manager you should possess key skills such as organisation, content creation, communication, collaboration, and a strong understanding of the organisation's goals and processes.
This role will be working on a hybrid basis, with our expectations you'd be in our Keynsham office at least once per month.
Key responsibilities include:
1. Establish the knowledge base as a key tool in the organisation to share knowledge.
2. Design, develop and create guidelines for use of the knowledge base for key teams in the company on how to engage with you.
3. Develop adoption and awareness campaigns for the knowledge base so employees know what they can get out of it.
4. Establish process for managing multilingual articles for group services.
5. Designing, developing, and managing programs related to knowledge management.
6. Deploying training, communications, and awareness programs related to knowledge management.
7. Implementation and maintenance of content delivered from external sources.
8. Aligning knowledge and content across multiple instances and brands in Zendesk.
9. Creation of knowledge templates in Zendesk and implementation of regular reviews.
10. Identifying ways to improve the current knowledge management system.
11. Developing new programs and solutions that meet the needs of the department.
12. Collaborating with team members to capture new information that can be stored in the knowledge base.
13. Maintaining the knowledge management system in Zendesk.
14. Conducting evaluation strategies to gauge knowledge program effectiveness and return on investment. This can include metrics collection, analysis, and reporting.
15. Encouraging a knowledge-sharing culture across the organisation, developing best practices we can utilise across the group.
Requirements:
1. Dedicated knowledge or Content based role
2. Experience working within technology
3. Project Management
4. Data analysis & organisation
5. Experience defining and executing a knowledge strategy
6. Experience in large/complex multinational organisations with a wide array of stakeholders
7. IT Service Management background would be beneficial
What We Offer:
At IVC Evidensia we recognise that our people are fundamental to the success of our business. Investing in our people, premises and processes is at the heart of what we do. In addition to a competitive base salary, you will benefit from:
1. Work-life balance
2. 26 days annual leave
3. Cycle to Work scheme
4. Initiatives focused on employee wellbeing
5. Pension
6. Discretionary Bonus
7. Discounted staff pet care
8. Dog Friendly office
9. Free Parking available at Head Office
At IVC Evidensia we are committed to Diversity, Equality, Inclusion and Belonging, we are keen to hear from candidates from all minority and diverse groups. As a Disability Confident Employer, we are keen to hear from candidates with disabilities and long-term health conditions and would be happy to discuss any reasonable adjustments needed during the recruitment process.
IVC Evidensia UK
IVC Evidensia, The Chocolate Factory, Keynsham, BS31 2AU, United Kingdom
Any questions before applying?
Speak to Jake Nicholls from our recruitment team who would be happy to help you with any questions you have before applying for this role.
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