Q2 is seeking a Knowledge Management Specialist to document and manage Knowledge capture and delivery needs for the Q2 Customer Support Department. We are seeking a qualified individual who thrives in a busy environment, is exceptionally detail-oriented, possesses exceptional communication skills, is an energetic self-starter, and who works well independently and in a team setting. The role will require a quick learner who can observe complex technology, application architecture, and troubleshooting methodologies, then distill those observations into meaningful documentation and clear step-by-step processes that can be easily digested by the team to enable resolution of customer issues and requests. This position will report directly into the Sr. Manager, Support Operations.

RESPONSIBILITIES:

• Lead the design, development, and implementation of various Knowledge Management (KM) strategies
• Maximize the efficiency, effectiveness, and accuracy of the Support team and other internal parties by providing a meaningful, useful, and comprehensive knowledge base
• Create and guide both top-down (KMS) and crowdsourced knowledge capture and documentation
• Take a “mixed media” approach to knowledge base, including video, text, graphics, labs, etc.
• Work closely with training team to provide and update content to onboarding and ongoing training curricula
• Conduct documentation planning tasks, including preparing documentation plans, defining audience, performing task analysis, and establishing project schedules
• Interview cross-departmental subject matter experts to gather information for planning and creating technical documentation related to the support of new features and/or existing products
• Research, plan, write, edit, and proofread knowledgebase documentation within established time frames
• As assigned, review and validate technical documentation produced by other departments or by other Q2 writers to ensure technical accuracy and adherence to Q2 styles
• Ensure knowledgebase content addresses needs across all tenure bands
• Conduct tests and solicit feedback to ensure the clarity, completeness, technical accuracy, and quality of the documents produced
• Responsible for final production and publishing of documentation to internal document repository
• Develop an effective change management process
• Good presentation skills and ability to deliver training when needed
• Perform other related duties, as required
• Responsible for ensuring that all security, availability, confidentiality and privacy policies and controls are adhered to

EXPERIENCE AND KNOWLEDGE:

• Typically requires a Bachelor’s degree in (relevant degree) and a minimum of 5 years of related experience; or an advanced degree with 3+ years of experience; or equivalent related work experience.
• Experience with working projects, with a focus on delivering to deadlines and strong communication
• Must possess a working knowledge of technical documentation development, as well as a comprehensive understanding of technical support
• Attention to detail and a passion for accuracy
• Understands software in a hosted solutions environment 
• Strong working knowledge of MS Word, SharePoint, and OneNote, and ability to adapt to new applications
• Ability and eagerness to gain a working knowledge of the technologies used by Q2 and Support as required to complete assignments
• Excellent communication skills, both verbal and written
• Strong teamwork, organization, and problem solving skills
• Ability to work effectively in a collaborative working environment and be highly proactive
• Willingness to obtain new skills required to create and populate a great knowledge management system with meaningful and useful content
• Eagerness to adapt to new requirements

PREFERRED QUALIFICATIONS:

• Strong working knowledge of Online Help systems and single-sourcing methodologies
• Strong editing experience
• Knowledge of programming languages, specifically SQL
• Knowledge of Salesforce
• Knowledge of banking practices
• Experience with video, CBT, module creation, and other creative approaches to knowledge capture and management

At Q2, our goal is to be a diverse and inclusive workforce that fosters mutual respect for our employees and the communities we serve. Q2 is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.