Knowledge Program Manager (12 Month Contract)

The Player Support Knowledge Program Manager reports to the Manager, Knowledge and Communications, and is responsible for the quality and effectiveness of knowledge management practices within Global Player Support. You will support the global rollout of the Knowledge Centered Service framework and help to ensure its long-term success across a global organization of agents supporting multiple languages. You will collaborate with a global team of Knowledge Management Specialists, subject matter experts, and knowledge consumers enabling our knowledge management strategy.

This is a 12 month contract and will be based in our Dublin office. 

Responsibilities:

• Plan and execute projects and programs to continue improving knowledge management practices that support the author, agent, player, and player support knowledge journey
• Support the rollout of Knowledge Centered Service (KCS) and manage the program’s ongoing success under the direction of the Manager, Knowledge and Communications
• Create, review, and revise player-facing content, including knowledge articles, automated messaging, agent macros, and other relevant content where needed
• Create, review, and revise internal and agent-facing content, including knowledge articles, agent communications, and other relevant content where needed
• Monitor performance and adoption of knowledge management programs, effectiveness of standards and resources, and user sentiment of programs and tools
• Provide editorial and execution support to a small team of knowledge specialists with the guidance of the Manager, Knowledge and Communications

Required Qualifications:

• 1-2  years of experience in a knowledge management, organizational learning, or technical writing role
• 1-2 years of experience with Knowledge Centered Service as an agent, knowledge domain expert, or knowledge management specialist

Desired Qualifications:

• Experience working with business process modeling and notation
• Experience designing knowledge flows including decision tree modeling and user knowledge journeys
• KCS v6 Practices certification

For this role, you'll find success through craft expertise, a collaborative spirit, and decision-making that prioritizes your fellow Rioters, who are the customers of your work. Being a dedicated fan of games is not necessary for this position!

LET’S THRIVE TOGETHER

Because together we are better

It's our policy to provide equal employment opportunities for all applicants and members of Riot Games. We know that fresh and varied perspectives will make us better at what we do, so however you identify and whatever background you bring with you, we're excited to hear from you. Don't be discouraged if you feel you don't fully meet every single one of the requirements for a particular role, there's always room for growth at. Riot. If this role excites you and aligns with your passion for entertainment and live production, we’re eager to hear from you.