Knowledge Management Specialist

Company DescriptionWise is a global technology company, building the best way to move and manage the world’s money. Min fees. Max ease. Full speed.Whether people and businesses are sending money to another country, spending abroad, or making and receiving international payments, Wise is on a mission to make their lives easier and save them money.As part of our team, you will be helping us create an entirely new network for the world's money. For everyone, everywhere.More about our mission and what we offer.Job DescriptionWe’re looking for Knowledge Management Specialists to join our team within the CS, KYC and FinCrime domains. Purpose of the roleThe main purpose of the Knowledge Management Specialist role is to contribute to the building and maintenance of Servicing Teams centralised knowledge bases, as well Product Functions’, to enable scalable solutions & driving process optimisation. As a Knowledge Management Specialist, you will use your technical writing expertise on the applicability of the KM E2E lifecycle to perform operational activities focused on our Knowledge Bases management, to enable the best customer outcome. Your role’s primary focus is defined by your Content Writing contributions, with your secondary focus being around flagging Knowledge Gaps and improvement opportunities. To achieve that, you follow the standard operating procedures and other internal guidelines to deliver high quality materials that close knowledge gaps, convert tacit knowledge into explicit knowledge, and support the needed compliance requirements of the given topic. You have a good understanding of the Knowledge Management team’s strategy and are able to correlate it to your responsibilities and contributions. You will provide support to your peers and act as an ambassador for the Knowledge Management strategy and framework, as well as contribute to building a knowledge sharing culture at Wise.  Activities performed on the jobKnowledge Base ManagementPerform content creation and content management on non-customer facing Knowledge Base articles in Confluence (or other tools required to your job) while adhering to KM internal processesActs on Jira ticket requests around content management to perform content creation, content updates and content archival, as well as following the proper guidelines on ticket handling to ensure labels, status and comments are properly added on the Jira ticketsMaintain high content accuracy and compliance with internal guidelines, ensuring all content updates align with regulatory and style standardsFollow the E2E guidelines to develop and maintain simplified process flows and visual aids to document workflows on Knowledge Bases, ensuring accessibility for stakeholders.Contribute to Knowledge Base Management upkeeping, by following the steps on KM E2E lifecycle to create and manage content inventories and content repositories, taxonomy & KM Sandbox or BackOfficesIdentify knowledge & process gaps and improvement opportunities from BAU and agent feedback, and provide informed suggestions to ensure relevant feedback is implemented in future articles.Able to analyse problems, identify root causes and contribute to the corrective actions driven by KM Senior SpecialistsSupport with audits on Knowledge Bases and ProcessesWorkload Management & Peer AssistAssist in onboarding new joiners and support specialists needing extra supportAvailable to host side-by-sides when neededFollow guidelines on workload management by adhering to Jira Board updates, as well as operational work schedulesTeam Communication & MeetingsParticipates and engages on assigned team meetingsParticipates and engages on one-on-one meeting with Team Leads, displaying proactiveness around your developmentAsks for and gives feedback to peers, stakeholders and leads via Anytime Feedback, as well as within GrowWise cycles for Self-ReviewActs as a Knowledge Management ambassador by actively facilitating collaboration and communication across Servicing Teams & Product Functions and individual Knowledge Holders (KHs), to increase knowledge retention across all functions at WisePersonal DevelopmentTake ownership of personal development by engaging in learning opportunities, upskilling, and contributing to team knowledge-sharing initiativesComplete compulsory coursesQualificationsYou're a skilled writer — you use advanced technical writing skills to convert complex information into usable knowledge for the right audience.You're a problem solver — you proactively identify knowledge and process gaps and suggest improvements.You manage your workload effectively — you use practical strategies to prioritise tasks and adapt to changes while maintaining high quality.You collaborate seamlessly — you communicate with various audiences, build strong relationships, and work with your team to achieve goals.You take ownership — you take full responsibility for assigned tasks and continuously drive performance improvement to meet or exceed KPIs.You're data-driven — you understand how to use data to measure the impact of your work and support decisions.You embrace change — you stay updated with changes, readily embrace new processes, and adapt quickly to shifting priorities.You're customer-focused — you prioritise customer satisfaction and advocate for customer needs within the organisation.You communicate openly — you demonstrate great listening skills, empathy, and patience, and give and receive timely and specific feedback.You foster a supportive environment — you challenge arguments, not individuals, and recognize when to ask for help. If you're interested in the position please apply by submitting your CV and Cover Letter. In your cover letter, please answer the following question:The vision of Service Experience at Wise is to enable operations to scale, improve customer experience, and mitigate risk. How does the work of a Knowledge Management Specialist impact these priorities? Additional InformationAbout the rolePlease apply by submitting your CV and cover letter in English. Applications in Portuguese will not be considered.Your first three months at Wise will be 100% fully in person at the office, from Monday to Friday.After successfully passing your probation, the role will be hybrid (3 days in the office and 2 days working from home).Expected start date for this position is May, 5thYou must be legally authorized to work in Brazil.Starting salary: BRL 7,300.00 Monthly RSU’s in a rapidly growing companyAn annual self-development budgetHealth and dental allowance for you and your dependentsCompany-paid: Life Insurance, and an EAP programPaid time off: 30 days vacation + 3 “Me” days + 1 volunteer day, annuallyA paid 6-week sabbatical leave after four years18-weeks of paid parental leave, after a year with us and child care assistanceTransportation vouchersMeal (708 BRL per month) and food (1,166 BRL per month) vouchersTotalPass access to 3,500 gyms and studios throughout BrazilClick here to learn more about the benefits that we offer at WiseFor everyone, everywhere. We're people building money without borders  — without judgement or prejudice, too. We believe teams are strongest when they are diverse, equitable and inclusive.We're proud to have a truly international team, and we celebrate our differences. Inclusive teams help us live our values and make sure every Wiser feels respected, empowered to contribute towards our mission and able to progress in their careers.If you want to find out more about what it's like to work at Wise visit Wise.Jobs.Keep up to date with life at Wise by following us on LinkedIn and Instagram.