IT Knowledge Content Creators

IT Knowledge Content Creators
ManpowerGroup Ireland have an exciting new opportunity with our client SAP! This is a 12-month contract role employed with ManpowerGroup Ireland.

About SAP
As market leader in enterprise application software, SAP helps companies of all sizes and industries run better. From back office to boardroom, warehouse to storefront, desktop to mobile device - SAP empowers people and organizations to work together more efficiently and use business insight more effectively to stay ahead of the competition.

Purpose and Objectives
As an IT Knowledge Content Creator you will help us create, maintain, and update our knowledge base and documentation.
You will be responsible for writing clear and concise content that explains our IT solutions, services, and processes to our clients.
You will also collaborate with other teams to ensure that our knowledge base and documentation are accurate, consistent, and aligned with our quality standards.
You will also provide coaching on how best to use our knowledge process to our knowledge contributors

Expectations and Tasks

• Write, edit, and proofread content for our knowledge base and documentation, following our process documentation and best practices.
• Ensure that our content is easy to understand, relevant, and up to date.
• Monitor analytics and feedback to identify and prioritize content gaps and improvement opportunities.
• Work with subject matter experts, service owners, developers, and support agents to gather and validate information.
• Use content management systems and tools to publish and update content.
• Monitor and maintain the quality and accuracy of our content.
• Analyse Knowledge Portal and chatbot searches to improve article searchability.
• Provide knowledge creation support to knowledge contributors when needed.
• Train and coach new and existing staff on how to use and contribute to our knowledge base and documentation.
• Stay updated on our products, services, and industry trends.

Education and Qualifications/Skills and Competencies

• Excellent content writing skills, with the ability to write clear, concise, and engaging content for different audiences and purposes.
• Excellent communication skills, with the ability to collaborate with different teams and stakeholders.
• Attention to detail, with the ability to proofread and edit content for grammar, spelling, punctuation, and style.
• Adaptability, with the ability to work in a fast-paced and dynamic environment.
• Ability to learn and closely follow technical processes and guidelines.
• Analytical abilities, with the ability to use data and feedback to improve content quality and effectiveness.
• Experience with content management systems and tools, such as Service Now.
• Knowledge of HTML, CSS, and Markdown. - A benefit
• Technical support background, with the ability to troubleshoot and resolve client issues. - A benefit
• Bachelor's degree in a technical field, or equivalent work experience. - A benefit