Sr Knowledge Manager

At Disney, we’re storytellers. We make the impossible, possible. The Walt Disney Company (TWDC) is a world‑class entertainment and technological leader. Walt’s passion was to continuously envision new ways to move audiences around the world—a passion that remains our touchstone in an enterprise that stretches from theme parks, resorts and a cruise line to sports, news, movies and a variety of other businesses.

Uniting each endeavour is a commitment to creating and delivering unforgettable experiences — and we’re constantly looking for new ways to enhance these exciting experiences.

The Enterprise Technology mission is to deliver technology solutions that align to business strategies while enabling enterprise efficiency and promoting cross‑company collaborative innovation. The Enterprise Technology organization drives competitive advantage by enhancing our consumer experiences, enabling business growth, and advancing operational excellence.

This role is part of the Technology Enablement & Adoption (TEA) organization. Our mission is to ensure that TWDC employees and Cast Members are aware of Enterprise Technology‑provided technologies and technology changes, and to enable them to use our technologies well and in ways that enhance their work and support responsible and efficient collaboration and communication with partners.

• You have outstanding writing skills, but just as importantly, you love working with people. You can partner with a technologist and understand their technical jargon, but you can also put yourself in an end user’s shoes and write for their understanding. You have a gift for injecting friendliness and even excitement into topics other writers would consider dry or boring, and you’re passionate about helping others learn new things.
  
  You’re good at building relationships with others and want to help them anyway you can: whether that’s writing an article, conducting an interview to understand them better, or building a communications campaign to reach people where they are. You’re good at strategy and knowledge base design and can streamline disparate and fragmented information into a well‑organized and accessible repository.

The Senior Knowledge Manager focuses on knowledge creation and strategy for our internal knowledge base: D Tools IT, but will also assist with additional teamwork, such as customer support and communications. This may include:

• Technical Writing – creating and publishing FAQs, how‑to articles, feature comparisons, descriptions for request forms, and other related content, with an eye toward simplicity.
• Knowledge Strategy – maintain a bird’s‑eye view of all content in the knowledge base, ensuring consistency in structure and tone, accuracy of content, and recommendations for new and updated ways to present information and track value. Design the knowledge base to remove redundancy and to encourage regular updates that keep content fresh and reduce the number of orphaned articles.
• HTML and Image Support – Create images as needed for content; partner with graphic designers to implement CSS styles; and lightly edit content in HTML when the WYSIWYG editor is insufficient for some formatting changes.
• Reporting – Track article views, search terms, and other data to make decisions on new or updated content. Proactively suggest updates that will keep content fresh and engaging.
• Managing Translations Process – ensure new and updated articles are made available to international teams, and that translations are made available in a timely manner for product/service launches.
• Monitoring Trends – Monitor reports from the IT service portal, Help Desk team, and within internal social media to ensure top questions are addressed and that the portal is user‑focused rather than service‑focused.
• Customer Support – Email, support channels, bugs, new feature announcements.
• Communications – Direct email, support channels, and digital displays; provide a go‑to resource so that communications can be kept short and engaging.
• Upgrade Support – Test and provide feedback on new functionality and QA support during upgrades of…