I assist in managing the full lifecycle of help documentation in a knowledgebase from creation to retirement including authoring articles, metadata tagging, and categorization. I also assist in auditing existing documentation to identify knowledge gaps and redundant content.
Key Points & Accomplishments
- Assist in efforts to promote self-service model of technical support
- Authored over 100 step-by-step articles on common tasks and features in supported tools
- Technical knowledge lead for team of five
- Assisted in a knowledgebase (KB) audit to check for redundant and irrelevant articles and to consolidate related articles
- Decreased the total number of articles by approximately 20%
- Audit increased the effectiveness of KB search function and associated chat bot
- Assisted in implementation of chat bot to query available help articles
- Led efforts in KB article template creation to streamline and standardize creation process
- Serve as subject matter expert on topics relating to
- User information-seeking behavior
- Best practices for article creation and editing
- Metadata tagging
- Continued quality assurance for campus KB