Knowledge Base Administrator

				Overview:
Knowledge Base Administrator
Location: Remote - Colombia Work Arrangement: Remote
About This Role
Hyland is looking for a detail-oriented and strategic Knowledge Base Administrator to own and administer our customer portal and RFP knowledge base supporting the company's software products. In this role, you will partner closely with cross-functional stakeholders to develop, publish, and maintain high-quality technical content that supports both external customers and internal teams - ensuring content is accurate, timely, and easy to consume. If you're passionate about content governance, knowledge management, and enabling teams to work smarter, we'd love to hear from you.
Your Role Responsibilities? Here's What You'll Do.
* Develop and maintain an RFP knowledge base solution across products that integrates into internal support systems, client-facing portals, and is deployable to channel partners.
* Develop collaborative relationships with internal SMEs to establish an organized process for the creation and maintenance of content related to product and industry changes published to the knowledge base system.
* Create and manage an RFP Knowledge Base article process, including analyzing, investigating proposed articles, creating new content, obtaining necessary approvals, and publishing.
* Enhance the client experience and the performance of the client support team by developing and surfacing self-service content; gather and review metrics regarding common support questions and improve over time.
* Assimilate information extracted from SMEs and rewrite it into a defined style, ensuring it is clearly articulated and easy to integrate into proposals; define and optimize the proposal content library structure, including accessibility, integrity, and governance.
* Provide strategic support for Proposal Specialists and RFPs generally; participate in resolving issues related to the RFP process, track yearly usage metrics, analyze user feedback, and administer user provisioning and knowledge base maintenance.
Role Essentials
* Bachelor's degree or an equivalent combination of education and relevant experience sufficient to successfully perform the principal duties of the role.
* Demonstrated experience managing RFP knowledge bases or content libraries, including content creation, organization, and maintenance; confident in reviewing RFPs and identifying content to maintain in an RFP knowledge base.
* Strong facilitation and project management skills, including coordination across teams, consistent follow-up with internal stakeholders, and direct collaboration with senior leadership; experience facilitating and leading meetings and training both in person and virtually.
* Proven ability to communicate effectively with all levels of the organization, including executive-level (C-suite) stakeholders; demonstrates professionalism, persistence, and executive presence.
* Strong written and verbal communication skills; experience writing professional, accurate, and grammatically correct content for RFPs and presentations; ability to thrive in a flexible, fast-paced, and evolving environment.
Technology Tools
* Responsive
* Qvidian
* Ombu
* Iris
* Inventive
* Microsoft Office (Word, Excel, PowerPoint, Outlook)
* AI Tools
What We'd Like to See (Preferred Skills)
* Experience working with an RFP knowledge management platform such as Responsive, Qvidian, Ombu, Iris, or Inventive, or similar content management and knowledge base systems.
* Proficiency in Microsoft Office applications (Word, Excel, PowerPoint, Outlook); comfortable working with AI tools and knowledgeable in proposal automation and RFP content management solutions.
* Strong business and technology acumen, with the ability to understand and translate complex information for diverse audiences across the organization.
* Demonstrated ability to influence, motivate, and mobilize stakeholders and business partners without direct authority; strong critical thinking, problem-solving, and organizational skills.
* Proven ability to handle sensitive and confidential information with discretion and sound judgment in a fast-paced, evolving environment.
About Hyland
Hyland is the pioneer of the Content Innovation Cloud(tm), delivering ubiquitous enterprise intelligence to organizations with solutions that unlock actionable insights and drive automation. (c) Hyland. All rights reserved.

Trusted by thousands of organizations worldwide, including many of the Fortune 100, Hyland's solutions create the foundation for a connected, agentic enterprise, where teams harness the power of AI to redefine how they operate and engage with those they serve. For additional information on Hyland's platform and services, please visit Hyland.com.
#HylandLife
Since 1991, it has been Hyland's mission to help our employees, customers and partners exceed their potential with our industry‑leading content services platform. Our employees exude a contagious energy and are passionate about what they do - whether it's helping customers succeed, raising up their fellow Hylanders, or engaging in the communities where they live and work.

The #HylandLife hashtag encompasses our employee‑centric culture. Our employees live our culture day in and day out by bringing their best self to work. Hyland supports them to do just that through career development resources, wellbeing programs and innovation practices. We thrive on diverse viewpoints and new ideas and believe that a positive, inclusive workplace is imperative to sustainable success.

As we've grown to a company of nearly 4,000 strong, we have the opportunity to make a significant impact on our communities. We strongly support employee initiatives and align our giving campaigns and programs to organizations that are important to them.
Equal Opportunity Statement
Hyland is an equal opportunity employer. We value diversity and are committed to providing an inclusive workplace for all employees and applicants. Employment decisions are made without regard to any characteristic protected by applicable laws and regulations. Information collected during the hiring process is used solely to assess qualifications, verify identity, and comply with legal requirements.
			

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Hyland Software