Knowledge Manager

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Pure IT is seeking a Knowledge Manager to own Pure’s knowledge management (KM) strategy by defining practices, policies, and standards for employee-facing knowledge. The Knowledge Manager also empowers other content and knowledge creators across the business to adopt these best practices and drive Knowledge Management alignment across Pure. 

This role performs all areas of the writing cycle from information gathering, to publication, to regular content revision. Our ideal candidate is someone who understands the power of clear, concise, and impactful writing to transform the user experience. Pure employees strive to deliver world-class data services to our customers everyday, and the content that the Knowledge Manager delivers is essential to making this mission possible.

What You’ll Do

• Design a KM strategy for Pure’s Knowledge Base and Intranet encompassing Knowledge Centered Services (KCS)
• Continuously improve performance of the internal knowledge system and user engagement with the system
• Develop, maintain, and facilitate user adoption of a KM process and style guide
• Provide coaching and feedback to Content Writers that may emerge with adherence to the style guide, templates, and writing standards
• Facilitate search optimization and continuous improvement including searchability, tagging, meta data
• Provide performance metrics to relevant teams on the effectiveness and usage of knowledge articles
• Work closely with subject matter experts within the IT department to create both user-facing and department-facing IT knowledge articles including process documents, standards, workflows, and FAQs
• Create user guides that ensure a seamless employee experience and establish user trust
• Own the planning, scheduling, drafting, editing, publishing, and review cycles for all IT Knowledge Base content; ensure appealing and consistent look, feel, and branding of all content
• Schedule and conduct regular reviews of IT Knowledge Base content with SMEs to ensure all articles are up to date and accurate
• Strategize content within the IT Knowledge Base to ensure it is logically organized and easily findable by users
• Collaborate with the IT Communications function to ensure user guides are published and disseminated in accordance with deployment/communication schedules; assist with the “branding” of Pure IT

What You Bring to the Team

• Ability to think strategically in terms of culture, behavior, business processes, and technology
• Solution-based, holistic thinking with the ability to identify potential areas for process improvement and efficiencies
• Ability to communicate complex, technology-related issues and solutions with non-technical audiences in a clear and concise manner
• Ability to seek opportunities for continuous improvement and inspire and lead change in those who would be impacted by the change
• Exceptional writing, editing, and communication skills with ability to carefully proofread and revise own work independently
• Experience with the Knowledge tool and Knowledge Management process in ServiceNow (preferred), or comparable system
• Ability to drive multiple initiatives simultaneously and follow up with stakeholders regularly
• Ability to work with cross-functional teams and fulfill the goals/priorities of each
• Proactive approach to work; eager to seek out new projects/areas where expertise can be leveraged; self-led
• Proficient in Google Workspace products (Docs, Sheets, Slides, Drive)
• Proficient in Lucidchart (workflow/diagramming)
• Innovative ideas for the creation/presentation of user-facing content
• Experience in Marketing Writing, Branding, Creative Writing, E-Learning materials, or other user-/customer-facing content creation is a plus
• Ability to translate complex technical processes into accessible, user-friendly language
• Logical and analytical approach to content management; experience with process mapping
• Experience with digital asset management (DAM) is a plus
• Graphic design skills are a plus

What You’ll Need

• Bachelor’s degree in Communications, Business Management, Information Technology or related technical field from an accredited college/university or equivalent work experience
• Knowledge Centered Services certification or experience

Pure Storage applies a geographic based pay structure depending on an employee’s location. For applicants located in Colorado (as required by SB19-085):

• The minimum annual base salary is: $70,000. This role may be eligible for incentive pay and/or equity. 
• US Benefits Summary

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