Essential Duties and Responsibilities (include but not limited to)

 Knowledge Management Duties:

• Strong working knowledge of Knowledge Base management systems
• Lead in designing, organizing, structuring, and maintaining a robust library of digital content
• Collaborate with others to determine Knowledge Base structure and content
• Responsible for reporting and measurement of knowledge base content effectiveness through identification and management of Key Performance Indicators
• Ensure adherence to standards, formats, and governance to aid in ease of use and data integrity of Knowledge Base system
• Responsible for designing and maintaining the review/approval process for Knowledge Base content
• Perform reviews of the Knowledge Base to identify areas that need to be updated/expanded
• Design creative solutions and long-term strategies to effectively manage institutional knowledge
• Encourage an organizational culture that promotes and supports knowledge sharing
• Other duties as assigned

Technical Writer Duties:

• Collaborate with Content Owners, subject matter experts (SME), Service Desk personnel, and end users to create, design, edit, and publish documents for a variety of issues/processes
• Maintain content, monitor metrics and quality, review feedback, and implement improvements
• Communicate complex information clearly and concisely for both technical and non-technical users
• Establish, follow, and maintain content style guides, publishing standards and governance
• Perform reviews of documentation and provide recommendations for revisions in scope, format, content, etc...
• Generate innovative ideas for content and workflow solutions
• Provides documentation, publication, and training material solution to requests/needs, as presented by users, SMEs, and management
• Other duties as assigned

Qualifications (Knowledge, Skills, Abilities, and Requirements)

• Able to contribute to community life, requiring stable and healthy interpersonal skills
• Excellent English communication, grammar, and written skills
• Practical skills in Content/Knowledge Management systems
• Highly proficient technical writer capabilities
• Excellent listening and organizational skills
• Expert level technical writing and editing skills with a strong attention to detail
• Exceptional analytical and conceptual thinking skills
• Highly organized, resourceful, creative, and collaborative
• Ability to multi-task and prioritize multiple tasks and deliverables
• Ability to communicate clearly and maintain good working relationships with peers and end user at all technical and non-technical levels
• Strong motivation to generate new work by taking the initiative to identify documentation needs
• Technical IT background with experience documenting technical issues
• Working knowledge of Confluence, SharePoint Content Administration, Microsoft Office Suite, Training & Development, Document Management, Publishing and Technical Writing
• Training is required for this position and may include international travel.  Further, duration for travel may be for 3 weeks or longer per trip.
• Supportive of Mercy Ships mission and vision, and committed to its core values.
• Understand and apply servant leadership, work collaboratively with integrity and demonstrate accountability

Education and Experience

• Experience communicating complex information clearly and concisely
• Experience as a SharePoint Administrator or SharePoint Content/Knowledge Base Manager
• Experience with Knowledge Base/Document management or similar Knowledge Management Systems
• Bachelor's degree in English, Technical Writing/Communications, or Computer Science preferred
• At least 3 years of work experience in Technical Writing, Knowledge Base Management/Organization
• Successful completion of Mercy Ships Entry Training will be required within the first year.