Knowledge Management Specialist

Job Description

Netflix is one of the world's leading entertainment services with over 260 million paid memberships in over 190 countries enjoying TV series, films, and games across a wide variety of genres and languages. Members can play, pause and resume watching as much as they want, anytime, anywhere, and can change their plans at any time.

As Netflix grows globally, we continue to look for the best and brightest talent to scale with our growth. This newly created role will be based in our Manila office and will be part of the Talent Experience Operations (TEO) team.

We are seeking a highly skilled and motivated Knowledge Management Specialist to join our team. The ideal candidate will be responsible for managing and optimizing our internal knowledge base, ensuring that HR-related information is effectively organized, updated, and disseminated. This role is crucial for improving customer service, enhancing user experience, and boosting the efficiency of support teams.

Key Responsibilities
• Knowledge Base Management: Create, update, and maintain knowledge base articles to ensure they are accurate, relevant, and up-to-date, including retiring articles as necessary.
• Content Optimization: Use Search Engine Optimization (SEO) best practices to optimize content and make it easily discoverable.
• User Experience: Improve the user experience by organizing content by user personas in a logical and intuitive way.
• Training and Support: Train support teams on how to use the knowledge base effectively. Collaborate with partner teams to identify and fill knowledge gaps in the database.
• Reporting: Monitor and report on knowledge base usage and effectiveness. Use this data to identify areas for improvement.

Knowledge, Experience, And Skills Required
• At least 2+ years in knowledge management, content management, or a similar role.
• Proficiency in using knowledge base tools such as Zendesk Guide, Contentful, etc.
• Ability to create clear, concise, and engaging content.
• Have a good understanding of SEO best practices to improve content discoverability.
• Excellent problem-solving and analytical skills.
• Strong communication and interpersonal skills.
• Ability to work independently and collaboratively in a fast-paced environment.
• Amenable to working in shifts and on holidays.

We are an equal opportunity employer and celebrate diversity, recognizing that diversity of thought and background builds stronger teams. We approach diversity and inclusion seriously and thoughtfully. We do not discriminate on the basis of race, ethnicity, religion, color, place of birth, sex, gender identity or expression, sexual orientation, age, marital status, military service status or disability status.

Jobcode: Reference SBJ-gp381x-18-117-196-184-42 in your application.