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Posted: Friday, February 23, 2018 6:00 AM

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Job Requisition ID: 10723

Overall Responsibility:

The Knowledge Management Specialist is primarily responsible for creating self-service content that will assist our internal operational team and HMH customers. The Knowledge Management Specialist will be required to identify processes, procedures, and policies that disrupt a customers ability to self-serve. The Knowledge Management Specialist will be required to educate the customers and HMH internal staff on how to effectively utilize the existing tools. This information is also used to provide a solution to simplify the process to the brand and business leaders.

Primary Accountabilities:

  • Defining, implementing, and maintaining a Knowledge-Centered Support (KCS) methodology that drives knowledge capture and sharing
  • Create, analyze, and report on metrics to measure the usage, adoption, success and development of knowledge
  • Work with cross-functional teams to drive positive change in the accuracy and content creation process for all knowledge assets
  • Maintain authoring standards for internal and external audiences
  • Explain often complex instructions in a way that is simple and easy to understand
  • Provide instructions for highly technical processes and procedures in a jargon free manner, using terminology and language that can be understood by all; meaning in laymans terms
  • Create written content for HMH customers and customer service
  • Create interactive online guides to provide self-help assistance to our customers
  • Assist in the creation of video tutorials
  • Analyze customer feedback, website statistics, and other data to determine which resources are needed
  • Stay current with technologies and products used and offered

Internal Role Responsibilities:

  • The Knowledge Management Specialist would assist in the development of AS-IS processes for the operational teams of Customer Experience (stakeholders)
  • Create stakeholder template with basic information in relation to the creation of new knowledgebase articles as required by all AS-IS process development
  • Interview stakeholders to gather their knowledgebase requirements
  • Work with stakeholders to structure and organize content in accordance with documentation requirements and processes
  • Document stakeholder requirements, determine the level of effort to implement the stakeholder requirements, and develop a timeline for implementation
  • The Knowledge Management Specialist would be required to create knowledgebase articles for previously developed training content; the Global Supply Chain training team would deliver to the Knowledge Management Specialist a complete knowledgebase article related to training curriculum that is currently in development

Skills & Competencies:

  • Familiarity with content and/or knowledge management systems
  • Familiarity with Photoshop, or resizing and annotating screenshots
  • Expertise in process development and documentation
  • Should have a business analytical mindset
  • Able to create relationships across teams and leadership levels
  • Strong project management, organizational, analytical and decision-making skills
  • Strong writing skills in English; the primary responsibility will be to create written content
  • Working knowledge of HTML
  • Ability to quickly learn new concepts, workflows, processes, programs and products

Education & Experience:

  • Bachelors degree or the equivalent in education and experience
  • Experience as a Salesforce user
  • Experience authoring or editing in a technical environment
  • Experience in a customer success focused environment

Other Requirements:

  • Might be in a stationary position for a considerable time (sitting and/or standing)
  • The person in this position needs to move about inside the office to access file cabinets, office machinery, etc.
  • Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine, and computer printer
  • Must be able to collaborate with colleagues via face to face, conference calls, and online meetings

Houghton Mifflin Harcourt (NASDAQ:HMHC) is a global learning company dedicated to changing peoples lives by fostering passionate, curious learners. As a leading provider of pre-K12 education content, services, and cutting-edge technology solutions across a variety of media, HMH enables learning in a changing landscape. HMH is uniquely positioned to create engaging and effective educational content and experiences from early childhood to beyond the classroom. HMH serves more than 50 million students in over 150 countries worldwide, while its award-winning children's books, novels, non-fiction, and reference titles are enjoyed by readers throughout the world.

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Houghton Mifflin Harcourt is an equal employment opportunity employer and participates in E-Verify. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of gender, race/ethnicity, gender identity, sexual orientation, protected veteran status, disability, or other protected group status.

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• Location: Orlando

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