Customer Hub Knowledge Base Manager – India

What’s your role about: 

At Stats Perform we are committed to delivering exceptional customer experiences. As part of our ongoing commitment to customer satisfaction, we are seeking a Customer Hub Knowledge Base Manager with expertise in Service Now Knowledge Base to join our dynamic team.  As the Customer Hub Knowledge Base Manager, you will play a crucial role in enhancing our customers’ overall experience by ensuring the latest version of our Customer Hub Knowledge Base is always available.  

Your primary focus will be to ensure availability of the right information in the format which is easily accessible to our customers via the Service Now Customer Hub. As a Customer Hub Knowledge Base Manager, you will be responsible for actively facilitating the creation, editing, and maintenance of effective and easy to use documentation.  

The Customer Hub Knowledge Base Manager will also play a vital role in the continual improvement of the knowledge management processes and assets by performing regular analysis, reporting, and training.  

As ServiceNow CSM, and the Customer Experience Team continues to grow and evolve, so will this role. A successful candidate will be innovative, flexible, and self-motivated.              

You will be responsible for: 

• Working within the CX Operations teams to develop the Customer Facing Knowledge Base strategy and plan, tailored to various specific customer segments and their specific needs.    
• Auditing the volume and type of customer facing knowledge base articles.  
• Preparing training and documentation for other team members on Service Now knowledge base.   
• Ensuring compliance with established knowledge management workflows, policies, practices, and standards  
• Analyzing data and usage metrics to assess the effectiveness of knowledge base articles, making data-driven recommendations for improvements and optimizations.   
• Actively managing feedback and curation of published information 
• Implementing a review process to ensure the accuracy, relevance, and completeness of all knowledge articles. 
• Continuously optimize search functionality and article accessibility to enhance the user experience 
• Ensuring all communications meet company brand and tone of voice and style, as per marketing guidelines.   
• Collaborating with subject matter experts to gather information and convert technical content into user-friendly knowledge articles 
• Write, edit and format articles that are clear, concise, and tailored to different customer personas. 

Key Skills and Qualifications: 

• Bachelor’s degree in a relevant field or equivalent experience. 
• Proficiency in using the ServiceNow platform, including knowledge management modules. 
• Strong writing and editing skills, with the ability to convey complex technical information in a clear and concise manner. 
• Previous experience in knowledge base management, technical writing, or content creation. 
• Excellent organizational skills and attention to detail. 
• Analytical mindset with the ability to interpret data and make informed content decisions. 
• Strong communication and interpersonal skills for collaborating with various teams. 
• Familiarity with customer support processes and best practices. 

Preferred Qualifications: 

• ServiceNow certification(s) related to knowledge management or platform administration. 
• Experience with SEO (Search Engine Optimization) principles and best practices for content optimization. 
• Familiarity with user experience (UX) design principles.