Knowledge Management Analyst III

1 Month ago • 3-5 Years • $74,700 PA - $115,250 PA

Job Summary

Job Description

Vimeo is seeking a Knowledge Management Analyst to join their Digital Support team. The role focuses on scaling the self-help experience for customers by organizing complex information into easily discoverable content and identifying/solving issues with existing support materials. The analyst will collaborate with subject matter experts to write and maintain knowledge base articles and videos, ensure support materials align with product releases, and identify knowledge gaps. Responsibilities include auditing content for accuracy, reviewing data to drive content decisions, and contributing to content strategy improvements. The ideal candidate is an exceptional writer with experience in support roles and producing help documentation.

Must have:

3-5 years experience in support or knowledge management
Excellent writing and communication skills
Ability to organize complex information
Experience with Zendesk Support/Guide and Confluence Cloud
Strong visual formatting
Ability to work independently and collaborate effectively

Good to have:

Experience with video products and terminology

Perks:

Paid time off
401k match
Commuter benefits
Health Savings Account (HSA)
Flexible Spending Account (FSA)
Fertility reimbursement
Group term life insurances
Wellbeing resources

2 skills required

2 skills required for this role

Add these skills to join the top 1% applicants for this job

content-strategy

confluence

Job Details

We’re looking for a Knowledge Management Analyst to join our Digital Support team to help scale the self-help experience for our customers. The ideal candidate is an exceptional writer with an innate ability to organize complex information into easily consumable and discoverable content, and can also identify and solve issues with existing support content.

This role will report to the Manager, Knowledge Management, and will collaborate with numerous teams across the organization to plan for product releases and audit existing materials. You will be encouraged to be innovative in improving our self-help experience as a whole as our team and business grow.

What you’ll do:

Work with support specialists and other subject matter experts to write and maintain the articles and videos in our knowledge bases and advise on language best practices
Collaborate with various product stakeholders in ensuring support materials are updated in alignment with product releases
Closely communicate with our support team to identify and remedy knowledge gaps in the Vimeo Help Center
Regularly audit and evaluate content for freshness and accuracy
Review data, insights, and benchmarks that drive content decisions
Contribute ideas to improving content strategy and the self-service experience

Skills and knowledge you should possess:

3-5 years experience, ideally in a support role with some experience producing help documentation, working on knowledge bases, or writing support content
Outstanding writer able to articulate insightful information to our external and internal stakeholders
Adhere to a style guide
Knowledge of Zendesk Support, Zendesk Guide (Help Center), and Confluence Cloud
Strong visual formatting sensibilities
Comfortable working independently and kicking off projects
Strong collaborator who can adapt to different communication styles and preferences of different teams

Bonus points (nice skills to have, but not needed):

Experience with video products and terminology is a plus

Base Salary Range:

NYC Metro, Bay Area, Seattle, & Los Angeles: $83,000 - $115,250
All other US cities outside above metro areas: $74,700 - $103,725

At Vimeo, we strive to hire and nurture amazing talent across the globe. Actual salaries will vary depending on factors including but not limited to experience, specialized skills, internal alignment, and location. Base salary is just one component of Vimeo's total rewards philosophy.

We offer a wide range of benefits, perks, variable compensation and where eligible long-term incentive programs.

We also offer paid time off, generous 401k match, commuter benefits, Health Savings Account (HSA), Flexible Spending Account (FSA), fertility reimbursement, group term life insurances, wellbeing resources, and more.

About Us:

Vimeo (NASDAQ: VMEO) is the world's most innovative video experience platform. We enable anyone to create high-quality video experiences to better connect and bring ideas to life. We proudly serve our community of millions of users – from creative storytellers to globally distributed teams at the world's largest companies – whose videos receive billions of views each month. Learn more at www.vimeo.com.

Vimeo is headquartered in New York City with offices around the world. At Vimeo, we believe our impact is greatest when our workforce of passionate, dedicated people, represents our diverse and global community. We’re proud to be an equal opportunity employer where diversity, equity, and inclusion is championed in how we build our products, develop our leaders, and strengthen our culture.