Content Management Lead; Team Lead, Knowledge Specialist)– Hybrid; IN-Indianapolis) R0057499

Content Management Lead (Team Lead, Knowledge Specialist) organizes, delegates, and carries out solutions to improve the BL Knowledgebase. The Team Lead role assists with prioritizing and responding to internal queries posed by CT BL team members related to knowledgebase issues and licensing nuances across all industries; the KST TL ensures that these queries are assigned to the right KST team member, so that rapid and accurate answers are delivered to adjacent teams fulfilling client orders and moving projects toward completion.

The Team Lead is responsible for identifying areas of need in the BL Knowledgebase, proactively planning necessary actions, and organizing and delegating the workflow. The Team Lead acts as project manager for preemptive knowledge buildouts in anticipation of large incoming clients, increased renewal season volume, and related company needs.

Hybrid:
Eight days a month we come together in the closest office (IN-Indianapolis) within 50 miles to experience the value of connecting with colleagues. You will report to the Manager, Content Management and work under the leadership of the Associate Director, Customer Success. This role is a part of FCC | CLC C T Corporation System - Wolters Kluwer. Please view the site office location directory for potential office preferences nationwide.

https://bit.ly/Find_A_WK_Office

Must be legally authorized to work in the United States without employer sponsorship, now or in the future.

Bachelor’s degree or equivalent 3+ years of experience, preferably in research, legal, or knowledgebase management.

This is a hybrid role.

• Exceptional interpersonal skills
• Use of considerable tact and discretion when dealing with partners, clients, or sensitive data
• Experience in training, guiding, and mentoring others
• Proven success in meeting deadlines for multiple concurrent projects
• Ability to adapt to a changing regulatory environment
• Excellent organizational and communication (both verbal and written) skills
• Ability and desire to work in a fast-paced environment while effectively collaborating with others
• Excellent attention to detail and high degree of accuracy and consistency
• Consistently respond actively and positively to changing company circumstances
• Experience using Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)

• Knowledge of InSys task management system

• Monitor and respond to incoming internal queries posed by WK team members via the InSys task system, QAMs inbox, and other channels, smartly delegating to appropriate KST team members
• Responds to pre-onboarding knowledge buildout tasks, ensuring knowledge exists for efficient incoming order fulfillment
• Maintain task status updates so adjacent team members are abreast of inquiry status
• Communicate directly with external government agencies to assist with business license research inquiries
• Concisely convey findings to team members via verbal and written correspondence
• Add new and updated license information to the BL Brain Knowledgebase following internal task completion
• Actively monitor knowledgebase improvement channels (BL Brain Support Teams channel, Enterprise Recapture huddles, etc.), smartly delegating recapture efforts to KST team members
• Conduct sweeps of industry-specific knowledge to identify and remedy outdated or missing information within our internal knowledgebase
• Liaise with adjacent teams to organize knowledge buildouts ahead of large incoming clients, renewal season volume increase, etc.
• Collaborate with Marketing on public facing web material as needed
• Assist with structural maintenance, feature development, and troubleshooting related to the BL knowledgebase
• Assist with internal cross-team training efforts
• Provide overflow assistance to adjacent teams as needed

• Exceptional leadership skills
• Ability and willingness to organize and delegate tasks to seasoned research specialists
• Exceptional interpersonal skills to communicate with government agencies, colleagues and supervisors
• Ability to identify and report on weak points in stored knowledge and proactively remedy missing pieces
• Ability to adapt to a changing regulatory environment
• Ability to work independently, handle pressure, multi-task and prioritize work at all times
• Excellent organizational and communication (both…