Knowledge Base Manager
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Key skills for this role
About the Role
Miral Destinations is seeking a Knowledge Base Analyst to create, maintain, and optimize knowledge content for customer-facing chatbots and self-service channels.
Key Skills for This Role
Responsibilities
- Own and manage the Knowledge Base system, including platform administration, content structure, taxonomy, user access, governance standards, and continuous optimization
- Create, maintain, and publish knowledge base articles based on business requirements, operational updates, and customer inquiries
- Support content migration activities, including auditing, mapping, validation, and migration from legacy systems
- Review and update content regularly to ensure accuracy, relevance, completeness, and compliance
- Maintain article structure, tagging, metadata, and categorization standards to support efficient search and retrieval
- Ensure consistency in language, tone of voice, formatting, and content quality across all knowledge assets
- Establish governance processes, review schedules, and version control practices
- Identify and remove outdated, duplicate, or irrelevant content
- Develop and optimize content for chatbot and AI powered self service channels
- Ensure knowledge articles are correctly integrated and surfaced within chatbot platforms and Smart FAQ solutions
- Analyze chatbot conversations to identify content gaps, inaccuracies, and improvement opportunities
- Support chatbot training through content creation, intent mapping, and knowledge refinement
Requirements
- Bachelor’s degree in Business Administration, Communications, Customer Experience, Information Management, Digital Media, or a related field
- 3–5 years of experience in Knowledge Management, Content Management, Customer Experience, Customer Service Operations, or Digital Support
- Experience managing knowledge bases, content repositories, or chatbot knowledge systems
- Strong written and verbal communication skills in English
- High attention to detail and content quality standards
- Ability to simplify complex information into clear, user friendly content
- Knowledge of taxonomy, tagging, and content governance practices
- Understanding of chatbot workflows, FAQs, and self service experiences
- Strong analytical and problem solving skills
- Effective stakeholder management and collaboration skills
- Proficiency in Knowledge Management platforms (e.g., Sprinklr, Shelf, or similar)
Full Job Posting
Job Role
- The Knowledge Base Analyst is responsible for creating, maintaining, governing, and optimizing knowledge content used across customer facing chatbots, digital self service channels, and customer service operations.
- This role ensures that knowledge articles are accurate, up to date, easy to understand, and aligned with customer experience objectives.
- The Knowledge Base Analyst plays a key role in improving chatbot performance, enabling agent productivity, increasing self service success, and maintaining a consistent source of truth across the organization.
Job Scope
- Own and manage the Knowledge Base system, including platform administration, content structure, taxonomy, user access, governance standards, and continuous optimization.
- Create, maintain, and publish knowledge base articles based on business requirements, operational updates, and customer inquiries.
- Support content migration activities, including auditing, mapping, validation, and migration from legacy systems.
- Review and update content regularly to ensure accuracy, relevance, completeness, and compliance.
- Maintain article structure, tagging, metadata, and categorization standards to support efficient search and retrieval.
- Ensure consistency in language, tone of voice, formatting, and content quality across all knowledge assets.
- Establish governance processes, review schedules, and version control practices.
- Identify and remove outdated, duplicate, or irrelevant content.
- Develop and optimize content for chatbot and AI powered self service channels.
- Ensure knowledge articles are correctly integrated and surfaced within chatbot platforms and Smart FAQ solutions.
- Analyze chatbot conversations to identify content gaps, inaccuracies, and improvement opportunities.
- Support chatbot training through content creation, intent mapping, and knowledge refinement.
Qualifications
- Bachelor’s degree in Business Administration, Communications, Customer Experience, Information Management, Digital Media, or a related field
- 3–5 years of experience in Knowledge Management, Content Management, Customer Experience, Customer Service Operations, or Digital Support.
- Experience managing knowledge bases, content repositories, or chatbot knowledge systems.
- Experience with customer service platforms, CMS tools, or conversational AI solutions is preferred.
- Strong written and verbal communication skills in English.
- High attention to detail and content quality standards.
- Ability to simplify complex information into clear, user friendly content.
- Knowledge of taxonomy, tagging, and content governance practices.
- Understanding of chatbot workflows, FAQs, and self service experiences.
- Strong analytical and problem solving skills.
- Effective stakeholder management and collaboration skills.
- Proficiency in Knowledge Management platforms (e.g., Sprinklr, Shelf, or similar).
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