About the job
Join our dynamic team at Wise as a Knowledge Management Specialist, focusing on CS, KYC, and FinCrime domains.
Role Overview
The Knowledge Management Specialist plays a vital role in developing and maintaining centralized knowledge bases for Servicing Teams, thereby fostering scalable solutions and enhancing process efficiency.
In this position, you will leverage your technical writing skills to manage our Knowledge Bases, ensuring optimal customer outcomes. Your primary responsibility will be content creation, with a secondary focus on identifying knowledge gaps and recommending improvement opportunities. By adhering to our standard operating procedures and internal guidelines, you will produce high-quality materials that bridge knowledge gaps, transform tacit knowledge into explicit knowledge, and ensure compliance with relevant regulations.
You will possess a solid understanding of the Knowledge Management team's strategy and relate it to your contributions. Additionally, you will support your colleagues and champion the Knowledge Management strategy, contributing to a culture of knowledge sharing at Wise.
Key Responsibilities
Manage Knowledge Base content, creating and updating articles in Confluence while following KM internal processes.
Respond to Jira ticket requests related to content management, ensuring that content creation, updates, and archival are conducted according to established guidelines.
Ensure content accuracy and compliance with internal standards, aligning updates with regulatory and style requirements.
Develop simplified process flows and visual aids in accordance with E2E guidelines to document workflows on Knowledge Bases.
Contribute to the upkeep of Knowledge Base Management by creating and managing content inventories and repositories.
Identify knowledge and process gaps through feedback and provide informed suggestions for improving future content.
Analyze problems, identify root causes, and engage in corrective actions as driven by KM Senior Specialists.
Assist with audits on Knowledge Bases and Processes.

