Knowledge and Content Specialist (remote) - Jobs in Toronto, ON

Job Description

Percona is a preferred, sought after company to work for, and a place to build careers. People are everything and having a personal and professional development mindset is key to our growth. As a Knowledge & Content Specialist, you will join the broader People & Culture team to build and strengthen capabilities that significantly improve our staff experience, business performance, organizational development, customer care, service delivery, and leadership. Ultimately, we want everyone to “just stretch a little bit more.”At Percona, we no longer want to rely heavily on institutional knowledge stored mainly in people’s heads. We need information to be documented, and easily and quickly accessible. At the most basic level, the Knowledge & Content Specialist is a strategic role that is right in the center of the business, working with their colleagues to make important information easy to find and use for everyone else. That means creating conditions for knowledge to flow between people and tools, identifying and capturing information that’s actually important, and then building systems that everyone can use on their own with minimal time and effort to access and share this information.The Knowledge & Content Specialist will help foster a culture of collaboration, innovation, and best practice sharing through a comprehensive approach to knowledge management. Their approaches will effectively transform company knowledge into reusable and repeatable ideas, information, products, processes, and solutions that create value for Percona’s staff and users/subscribers.What You Will Do

• Develop and maintain a deep understanding of company processes, policies, and existing knowledge sharing practices by working collaboratively and building relationships across internal teams
• Implement and sustain strategies and plans to improve the creation, curation, capture, and retrieval of information required on a recurring basis, and enable the reuse of this information leveraging tools such as Confluence, ServiceNow, and Google Apps
• Collaborate with content creators (technical writers, Support engineers, curriculum developers) to formalize content creation, review, and refresh practices
• Help accelerate the transfer of knowledge to new hires - ensure that our organizations know-how, information, and experience is shared from the first days of working at Percona
• Keep all internal teams aligned on information necessary to deliver a great user/subscriber experience
• Interpret, promote, and educate our staff on knowledge management standards, guidelines, best practices, and approaches
• In partnership with Marketing, develop and ensure consistency of knowledge and content sharing standards including brand, voice, tone, quality, style, structure, and compliance requirements
• Take part in continuous education and improvement to expand and reinforce knowledge and understanding of Percona’s purpose, mission, values, and value proposition
• Actively instruct, coach, mentor, and support our IT team and technical writers on knowledge management standards and best practices to ensure that both internal and external documentation is easily searchable and reusable
• Partner with Marketing to develop effective content strategies centered around the user/subscriber experience, particularly in the area of self-service
• Design and implement feedback loops to ensure all knowledge/documentation assets remain relevant, up to date, efficient, and impactful, and lead and implement refresh efforts as needed
• Define metrics/KPIs and leverage analytics to monitor and evaluate business impact of knowledge content e.g. usage, efficiency, accessibility, quality, and relevancy

What Youve Done

• 3+ years working as a knowledge manager/specialist (including remote work) within a fast-paced, high-growth environment
• 3+ years driving knowledge management initiatives, leading multiple teams and work-streams across various projects
• You’ve quickly learned technical and/or complex concepts and distilled them into simple and digestible terms
• Youve exemplified a people-centric focus in collaborating with stakeholders at all levels to address knowledge and learning needs/changes and desired performance outcomes
• You’ve demonstrated outstanding written, verbal, presentation, and interpersonal communication skills and been able to leverage those skills to elevate the overall staff and customer experience at your past employers
• You’ve influenced and resolved differences across organizational boundaries: gained support and commitment from others without formal authority; resolved differences by determining needs and forging solutions that benefit all parties; promoted collaboration and facilitated teamwork
• You’ve maintained the delicate balance of successfully communicating and demonstrating the value and importance of knowledge-sharing projects, while being firm as needed to push progress and achieve higher quality from collaborators without demotivating them

What Will Make You Stand Out

• Experience working with fully remote, globally distributed work teams
• Experience in any of the following roles: L&D, Enablement, Technical Writing, Technical Support, or Operations Management
• Experience working with agile methodologies
• Experience in ITSM knowledge management
• Experience with relevant technologies: Confluence, Google Apps, ServiceNow, Learning management systems (LMS) e.g. Absorb

Personal Attributes

• Adaptable, resourceful, able to comfortably work within ambiguity and a high growth, fast-paced environment
• Has a personal responsibility mindset to identify positive outcomes during moments of challenge
• Highly organized and thorough with obsessive attention to detail
• Prioritization shifting and ability to multitask
• Creative and curious - able to find a better way
• Strong interpersonal skills - diplomatic, tactful, excitable but balanced
• Ability to influence and drive consensus at all levels of organization without formal authority
• Friendly and overall helpful demeanor

Percona is a respected thought leader in the open source community. We provide services and software for MySQL, MongoDB, PostgreSQL and MariaDB to open source users globally.Percona is remote-first and globally dispersed; we have 300 people in more than 40 countries. We offer a collaborative, highly engaged culture where your ideas are welcome, and your voice is heard. The growth and development of our staff is a top priority; we provide funding for training, certifications, conferences and more.Discover what it means to work with some of the smartest people in the industry, who also know how to have fun and are always willing to lend a helping hand. We offer flexible hours, the ability to work remotely and the amazing experience of working with a multinational team of experts.Quick Apply

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