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Senior Knowledge Manager

Community: Technology
Location: Colombia
Date Posted: Oct 14, 2021
Remote: Yes
Travel Requirements: None

Job Description


Senior Knowledge Manager

Bogota, Colombia  





The Opportunity: 

We’re looking for a Senior Knowledge Manager to help us push the boundaries of what education can offer through the power of technology. Education is our passion, and our team members bring that to work each day as they aim to advance learning in every region of the world. Blackboard is the world's leading education technology company, providing dynamic products and services to the global education community. We’re focused on driving innovation in EdTech and working with our clients to create a smarter learning environment.     



At Blackboard, we believe in the power of a truly diverse and inclusive workforce. As we expand globally, we are committed to making diversity, inclusion, and belonging a foundational part of not only our hiring practices, but who we are as a company. 



For more information about Blackboard Inc. and our career opportunities, please visit  

As a Senior Knowledge Manager (SKM) for Blackboard’s Shared Services Process Enablement team, you will have the opportunity to lead and contribute to critical operational and strategic initiatives within the Product Development and Delivery (PDD) organization. The Process Enablement team seeks to reduce waste by providing PDD with practices, data and supporting tools and processes designed to enhance efficiency and empower self-organization to achieve strategic outcomes.  



The SKM will serve as a key member of Blackboard’s Process Enablement team and a liaison between our globally distributed Sales organization and our Product and Security subject matter experts.  The SKM directly supports our organization’s ability to win new clients, and retain existing clients, by developing and updating critical client-facing technical content, responding to a large volume of client technical information requests, and maintaining and evolving our knowledge management processes and systems.  The SKM may also lead additional knowledge management initiatives in support of Shared Services and PDD. 



This position is for someone with an enthusiasm for technical writing and knowledge management, and the ability to lead and collaborate across a broad set of stakeholders.  This person would add additional value to the role by having knowledge of Agile practices and exhibiting effective project management skills. The SKM should be comfortable managing through change and ambiguity, adapting to emerging guidance and direction, and offering recommendations to help shape Blackboard’s knowledge management practices.    



This position works under the guidance of the Process Enablement Staff Technical Project Manager.


Primary responsibilities will include: 

  • Taking over management of existing technical information request processes and supporting knowledge management system in support of critical business processes
  • Working with product and security subject matter experts to draft and publish client-consumable technical documentation. Topical areas may include, but are not limited to software development lifecycle, system architecture, system integrations, system performance, disaster recovery and business continuity, quality assurance, operations and maintenance, information security, etc. 
  • Working with client-facing stakeholders to respond to time-sensitive client technical inquiries related to our software products and services, as well as product security, on time and with quality. Examples may include Requests for Proposals (RFPs), security and privacy questionnaires, technical contract reviews, etc. 
  • Working with managers and stakeholders to identify and implement technical information request process improvements and knowledge management system enhancements to identify efficiencies and improve upon current Service Level Agreements (SLAs)
  • Communicating with managers to understand prioritization of technical information requests and escalating any issues or concerns
  • Suggesting ways to improve and evolve our Shared Services knowledge management system and processes
  • Leading and collaborating on large, cross-functional knowledge and content management projects and process improvement efforts
  • Advancing and achieving outcomes through leadership, collaboration, and a willingness to listen and learn



The Candidate:

Required skills/qualifications:

  • 5+ years working in a knowledge management, content management, and/or technical writing role
  • Familiarity with software development, information technology, and information security, and enthusiasm for Agile practices
  • Excellent technical writing and communication skills
  • Experience working with technical experts to translate complex technical content and concepts into easily digestible and client-consumable content
  • Experience working with content management or knowledge management systems 
  • Ability to identify and solve problems and manage workload with minimal guidance 
  • Capable of collaborating with cross-functional, globally distributed teams and stakeholders to establish and secure reliable and productive working relationships 
  • Comfortable working with stakeholders at all levels of the organization, including technical experts, business owners, and executive level staff
  • Adaptable to an evolving and changing environment, and comfortable managing through change and ambiguity
  • Desire to build relationships and influence others through integrity and trust
  • Fluency in written and spoken English at CEF B2 level or above



Preferred skills/qualifications:

  • Experience creating and managing SharePoint instances, sites, pages, lists, and workflows
  • Experience with PowerApps



To ensure the safety and wellbeing of our employees during the COVID-19 pandemic, Blackboard positions are currently remote (where possible).



The Office: 
Blackboard has an office located in Bogota, Colombia as a hub for the LAC market.     

  • Located in Capital Towers center in the financial district  
  • Excellent and secure area to eat lunch, have a walk, or dine after office hours   
  • Benefits in prepaid medicine, dental plan, and wellness allowance  
  • Easy access to public transportation close to two important avenues, Carrera 7 and Calle 100  
  • Free parking for employees and paid parking for visitors   
  • Multiple private spaces for virtual and face-to-face meetings  
  • Regular events like bring your dog to work day and ping-pong, foosball, and Mario Kart tournaments   
  • Sodexo card provided for employees
  • Daily budget to spend on beverage vending machines  
  • Learn more about the Bogota office culture by checking out our Facebook page 



This job description is not designed to contain a comprehensive listing of activities, duties, or responsibilities that are required. Nothing in this job description restricts management's right to assign or reassign duties and responsibilities at any time.     



Blackboard is an equal employment opportunity/affirmative action employer and considers qualified applicants for employment without regard to race, gender, age, color, religion, national origin, marital status, disability, sexual orientation, gender identity/expression, protected military/veteran status, or any other legally protected factor.   



Req ID: 595

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