Knowledge Manager

at  Epic Games

WHAT MAKES US EPIC?

At the core of Epic’s success are talented, passionate people. Epic prides itself on creating a collaborative, welcoming, and creative environment. Whether it’s building award-winning games or crafting engine technology that enables others to make visually stunning interactive experiences, we’re always innovating.
Being Epic means being a part of a team that continually strives to do right by our community and users. We’re constantly innovating to raise the bar of engine and game development.

WHAT WE DO

Player Experience is responsible for the overall health and happiness of Epic’s players across all consumer products within the Epic Games ecosystem. The Player Experience organization partners closely with internal and external stakeholders, relentlessly driving innovation and continuous improvement on behalf of all Epic’s players.

ABOUT US

Epic Games spans across 25 countries with 46 studios and 4,500+ employees globally. For over 25 years, we’ve been making award-winning games and engine technology that empowers others to make visually stunning games and 3D content that bring environments to life like never before. Epic’s award-winning Unreal Engine technology not only provides game developers the ability to build high-fidelity, interactive experiences for PC, console, mobile, and VR, it is also a tool being embraced by content creators across a variety of industries such as media and entertainment, automotive, and architectural design. As we continue to build our Engine technology and develop remarkable games, we strive to build teams of world-class talent.

WHAT YOU’LL DO

The Knowledge Manager is responsible for evangelizing KCS, coaching others on KCS practices, and maintaining the knowledge base for a growing team of 1300+ vendors that handle player questions, player issues, and various other agent responsibilities. You will also help maintain the article lifecycle from creation to auditing and analysis.

IN THIS ROLE, YOU WILL

• Provide KCS coaching to colleagues as part of the KCS program. Encourage a culture of collaboration and knowledge-sharing across departments while emphasizing learning objectives and the importance of maintaining a robust knowledge base. Act as the source of truth for the Knowledge Centered Service program
• Create, edit, and publish knowledge articles, ensuring they remain up-to-date, valid, and relevant. Collaborate with Training Managers to align article content with training materials and ensure accuracy
• Analyze and act on feedback for continuous improvement of the knowledge base. Perform quality audits, run calibration exercises to ensure standards are met, and conduct in-depth trend analysis to identify gaps or necessary updates
• Own and delegate knowledge management projects. Support, maintain, and configure the Knowledge Management System, ensuring it meets organizational needs and bridges gaps between tools and teams
• Collaborate with project teams to support launches, assist other teams in developing Knowledge Management skills, and help align workflows with organizational goals. Actively work to bridge gaps between people, tools, and processes
• Serve as the owner of Knowledge Management Key Performance Indicators. Provide actionable insights through executive summaries, presentations, and status reports to leadership, ensuring transparency and alignment with business objectives
• Provide backup support for the Training Manager when needed and ensure the successful implementation of knowledge strategies across the organization