Knowledge Management Consultant at Discovery Limited

Job Purpose

• To create, review, analyse and maintain content relevant to PinPoint, and Virtual Agent To further create, review and maintain Discovery product and process information in the PinPoint, and Virtual Agent knowledge bases and monitor the performance of the system.

Principal Accountabilities

• Internal communication management on PinPoint, and Virtual Agent communication with SMEs, stakeholders, business etc (Meetings, email communication, IM communication, telephonic communication)
• Analysis and structuring of product information on PinPoint and Virtual Agent
• Monitor VA system performance and prioritise and action fixes new content requests and journeys that will improve the overall performance
• Analysis of questions being asked in the VA and categorising according to business and accuracy
• Source, develop and structure new content in collaboration with subject matter experts and Marketing where information gaps have been identified
• Ensure that all content is correct and accurate and meets Discovery content style and tone guidelines prior to publishing
• Regular reports on PinPoint, Virtual Agent and other Discovery-specific metrics for stakeholdersMeeting participation and presentation at various Forums
• Meeting participation and presentation at various Forums

Education; Knowledge and Experience

Essential:

• Matric

Advantageous:

• BA Communication or related qualification 
• Working knowledge of Knowledge Base
• Knowledge of various Discovery products and experience in the environment
• Excellent communication skills (verbal and written)

Essential:

• At least 2 years relevant or similar experience within a correspondence or communications (writing) function

Advantageous:

• Working Knowledge and experience of all Discovery products.
• Intermediate Coding knowledge