Knowledge Base Specialist @DARWIN

Company:

Mercer

Description:

The Knowledge Base Specialist is part of the Market Strategy & Automation team (MS&A) within Darwin. We are a dynamic group of highly dedicated and talented individuals focused on opening markets, designing solutions, and creating assets to bring scalable global benefits technology and administration capabilities to our clients.

This role involves creating, maintaining, and improving our knowledge base and technical documentation. The specialist will implement best practices in content management, which includes centralizing, organizing, and sharing knowledge to ensure smooth information exchange across teams, departments, groups, programs, and systems.

We will count on you to:

• Collaborate with Regional Solution Leaders, Analysts, and other Subject Matter Experts to curate and keep up-to date market-specific content, and create collateral documents based on audience needs.
• Assimilate information extracted from Regional Solution Leaders and Analysts and re-write it where applicable into a defined style, ensuring that it is clearly articulated and targeted to the correct audiences.
• Editing, formatting, and structuring existing content and publishing knowledge articles in alignment with content standards.
• Drive adoption of governance processes, proactive content management and adherence to guidelines and best practices among knowledge contributors.
• Document and maintain knowledge base best-practice standards (format, style and tone).
• Schedule regular reviews of the knowledge base to identify areas that need to be updated/expanded and review all content for accuracy, organization, readability, and other requirements (format, style and tone).
• Report statistics on knowledge base usage patterns/trends, creation, updates, depreciation and self-serve metrics.
• Coordinate with Regional Solution Leaders to ensure content is aligned and consistent across several mediums of communication that target multiple audiences.
• Stay up-to-date with industry trends and tools related to technical writing and knowledge management.

Development - self and others:

• Attend all mandatory trainings.
• Proactively seek growth opportunities through L&D programs and understanding the business and each team's role.
• Assist in onboarding and training new team members.

What you need to have:

• Proven experience as a technical writer or knowledge base specialist, ideally in a technology or software setting.
• Strong written and verbal communication skills, with a focus on detail and accuracy.
• Familiarity with the insurance industry, particularly in Benefits Administration, is preferred but not required.
• Excellent interpersonal skills, enabling effective engagement with colleagues at all levels.
• Proficient in Microsoft Office applications (Word, PowerPoint, Outlook); experience with Confluence is a plus.
• Action-oriented and collaborative, with the ability to work independently and adapt to changing priorities.
• Experience in creating multimedia content, such as videos or tutorials, to enhance written documentation is a plus.

Why join our team:

• We help you be your best through professional development opportunities, interesting work, and supportive leaders.
• We foster a vibrant and inclusive culture where you can work with talented colleagues to create new solutions and have an impact on colleagues, clients, and communities.
• Our scale enables us to provide a range of career opportunities, as well as benefits and rewards to enhance your well-being.
• A yearly budget and the opportunity to build your flexible benefits package (up to 20% of your annual salary).
• 30+ days off (25 legal days off, 1 extra day off on your birthday, public holiday replacement days, and extra buy/sell from your benefits budget).
• Performance bonus scheme.
• Matching charity contributions, charity days off, and the Pay It Forward charity challenge.
• Core benefits: Pension, Life and Medical Insurance, Meal Vouchers, Travel Insurance.