Knowledge Management Architect
Jio · Posted Oct 22
Telecommunications, 5G network, mobile telephony, and high-speed broadband internet services
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About the role
Jio is hiring a Knowledge Management Architect for its knowledge management function, based at RCP, Navi Mumbai. The role works on knowledge management and content management platforms that support customer-facing support audiences, covering FAQs, troubleshooting scenarios, decision trees and dynamic notifications. The architect collaborates with subject matter experts, the KM lead and technical product and process owners to plan subject domains and build customized knowledge solutions.
What you will do
- Plan and construct subject domains to effectively disseminate the organizational knowledge.
- Follow/Create robust User acceptance criteria to build all FAQs and Decision-Making Scenarios.
- Understand how Knowledge management and content management tools is adapted by end users.
- Work closely with the Subject Matter Experts (SME's), KM lead and the end customers to create customized knowledge solutions.
- Effectively use the KM platform and functionalities of content fitment to increase the KM interactivity and adaptability.
- Work with multiple stakeholders to validate the scenarios and decision trees, include industry best practice in KM content writing.
- Work with SME's to develop/finalize appropriate Knowledge management content with the most preferred output for end user.
- Create, Update, Upload and Archive content for a variety of support audiences:
- Creating troubleshooting scenarios to resolve customer issues.
- Articles with product, specs.
- Frequently asked questions on Products and Processes.
- Creating Dynamic Notifications.
- Feedback integration of the end user in KM content.
- Suggest KM Tool improvement areas for better and faster customer experience.
- Work on multiple channels or business lines simultaneously, directly with technical product and process owners.
- Deliver results and output which is error free and always before timeliness.
Skills used in this role
What the employer is looking for
- Graduate
- Total Experience: 5–8 years
- Excellent written and oral communication skills.
- Knowledge on basics of information analytics.
- Good hands-on knowledge in Microsoft Word, Visio & Excel.
- Internal and external customer service orientation.
- Interpersonal and relationship building skills.
- Knowledge on HTML, Java & T2R for Jio will be an added advantage.
Benefits and support
- Compensation and benefits are detailed in the job posting
About Jio
Reliance Jio Infocomm is a major Indian telecommunications company and digital services provider operating a nationwide LTE and 5G network. As a subsidiary of Jio Platforms and Reliance Industries, it offers extensive mobile telephony, broadband internet, and cloud services to hundreds of millions of subscribers across India.
- Industry
- Telecommunications
- Company size
- 35000+ employees
- Founded
- 2007
- Location
- Navi Mumbai, Maharashtra, India
- Funding stage
- Public Company
Funding
Public Company · $20.1B raised
- 2023-10-03Conventional Debt$1.0B
Leadership
Chairman, Reliance Jio Infocomm & Managing Director, Jio Platforms
President, Reliance Jio
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