Description
Come join a winning team! Here at Imprivata, you'll see a dedicated group of professionals who care about improving healthcare. Our team thrives on collaboration and sharing ideas, whether in a cross-functional meeting or at one of our virtual team-building events.
While we're diverse in our backgrounds and skills, we have much in common. A passion for our mission. A strong sense of integrity. A belief that we're making a positive impact and a commitment to having fun.
We are seeking an Knowledge Management Specialist to join our team for this hybrid opportunity working out of our Waltham, MA, St. Petersburg, FL or Austin, TX office.
Job Summary
The Knowledge Management Specialist provides critical support to Imprivata's Customer Support team by creating, maintaining, and improving knowledge resources that empower both customers and internal teams. This role focuses on writing and editing knowledge articles, updating intranet pages, and analyzing content effectiveness through Salesforce reporting. They ensure that accurate, up-to-date, and user-friendly information is readily available to enhance customer satisfaction and support efficiency.
Duties and Responsibilities
- Strong verbal and written English skills with a professional and approachable communication style.
- Ability to convey technical information at an appropriate level for diverse audiences.
- Independently create, edit, and maintain knowledge articles to support customer self-service initiatives.
- Ensure articles adhere to Imprivata's content style guide, are easy to understand, and provide actionable solutions.
- Collaborate with subject matter experts to capture and document solutions effectively.
- Regularly audit existing knowledge content for accuracy, completeness, and relevance.
- Monitor and update intranet pages to reflect the latest product updates and support processes.
- Utilize Salesforce and other internal tools to analyze article usage and identify gaps or opportunities for improvement.
- Demonstrate excellent time management and prioritization skills to handle multiple projects simultaneously.
- Work with customer experience teams to identify recurring issues and develop corresponding knowledge articles.
- Support escalations by ensuring accurate documentation of known issues and solutions.
- Deliver peer-level training on knowledge management best practices and tools.
- Leverage Salesforce to track knowledge article effectiveness and maintain comprehensive documentation.
- Analyze support cases to identify trends and areas where new content can drive resolution efficiency.
Qualifications
- Bachelor's degree in a relevant field or equivalent experience.
- Minimum of 2 years' experience in customer service/support, with a focus on knowledge management.
- Excellent written and verbal communication skills in English.
- Experience with knowledge management systems and content creation.
- Proficiency in Salesforce for reporting and data analysis.
- Strong organizational skills with the ability to manage multiple tasks effectively.
- Industry certifications such as ITIL, Knowledge-Centered Service (KCS), or similar.
- Experience working with IT support systems and understanding ITSM principles.
- Familiarity with Imprivata products and their applications in healthcare environments
This position offers a salary range of $89,800.00 to $115,800.00 (inclusive of variable compensation such as bonuses and incentives). In addition, more information about Imprivata's benefit offerings can be found here . This salary range represents the high and low end of Imprivata's salary range for this position. Actual salaries will vary and may be above or below the range based on various factors, such as a candidate's location, skills, experience, and qualifications.
At Imprivata, we have a top-notch work environment, developmental opportunities, a competitive total rewards package, and the desire to have fun. If you have the skills and qualifications as we have described above, we want to hear from you!
Imprivata provides equal employment opportunities, regardless of race, religion, age, sex, national origin, disability status, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
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