Knowledge Base Administrator - Customer Care

Nordstrom - Seattle, WA (30+ days ago)4.0

Knowledge Base Administrator - Customer Care - 344353

We are a specialty retailer offering the very best of what’s next in fashion from men, women and children since 1901.


Our e-commerce team, Nordstrom Direct, ensures that customers experience the same great fashion and service on and as they expect in our stores. This team works throughout the company to deliver great shopping through cutting-edge technology.

A day in the life…

As part of the Customer Care Operational Excellence team you will own the migration and optimization of disparate documents, policies, procedures, and processes into our internal-facing Oracle Right Now Knowledge Base. Additionally, you will create and develop a roadmap and implementation plan to present specific content to customers via help and FAQ sections through our website, mobile site, and app.

Responsible for establishing and implementing the knowledge management strategy within the business as defined by the organization and key business leaders.
Engage with internal stakeholders at all levels of the organization to identify sources for knowledgebase articles and create a plan for migrating existing knowledge into the Oracle Service Cloud.
With the help of the marketing and communications teams, create a style guide for knowledgebase articles.
Build out review process to include initial review as well as ongoing review to ensure knowledgebase articles are consistent and that content is current.
Provide support and training for Knowledgebase subject matter experts and business users.

Expertise with the Oracle Service Cloud / RightNow CX or other knowledge authoring systems is a must.
Knowledge management experience in regulated environments.
Cross-functional relationship management skills with experience working with executive sponsors, management teams, and end-users
Familiarity with HTML source code and web page design.
Project Management expertise to develop a short-term and long-term plan for rolling out knowledge to the organization.
Process Management skills to create and manage the process of maintaining content over time.
Excellent Technical Writing and Editing skills.
We’ve got you covered…
We offer a comprehensive benefits package that includes medical, vision and dental coverage, a fabulous merchandise discount, an employer-matched 401(k) plan, employee stock purchase plan and much more depending on your role.
We are an equal opportunity employer committed to providing a diverse environment.
This job description is intended to describe the general nature of the work employees can expect within this particular job classification. It is certainly not a comprehensive inventory of all duties, responsibilities and qualifications required for this job.

: Customer Contact Center
Date Posted
: 05/24/2018, 12:23:39 PM
: United States-Washington-Seattle