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Why this role matters The Knowledge Management Specialist is responsible for creating, maintaining, and managing knowledge bases across the organization. This merged role combines content writing expertise with knowledge management skills to ensure the delivery of high-quality, accessible information to both internal teams and external customers. What you'll actually do Facilitate effective knowledge transfer to ensure employees, clients, and partners have access to accurate and up-to-date information about products and services; Enhance and adapt content for use across various AI-driven tools, such as AI Assistant, Co-Pilot, Danswer Bot, Dynamic Help Center, and future AI solutions. Responsible for escalated knowledge management tasks by ensuring all queries and information are responded to and updated, and knowledge is conveyed to relevant departments within agreed time ranges. Administer and coordinate UAT activities by collaborating with product teams to ensure feature requirements are met, while documenting and communicating testing results and feedback. Manage internal and external knowledge bases (Zendesk and Confluence) by creating, updating, and auditing content to ensure accuracy, consistency, and high user engagement Manage control groups by facilitating feedback sessions, analyzing insights to identify improvement opportunities, and implementing recommendations based on findings. Liaise and collaborate with cross-functional stakeholders to ensure information is up to date, aligned, and accurately reflected in the knowledge base. Manage respective knowledge related channels by monitoring and responding to knowledge requests, providing timely and accurate information, and identifying recurring queries to develop new knowledge base content. Liaise with Visual Specialists to assign visual tasks based on the evaluation and scope of upcoming product changes. Undertake any other ad-hoc tasks assigned by the Line Manager or any other superior from Operations as and when required. Support the design and implementation of efficient KM processes that promote continuous improvement and engagement. Independently lead or take initiative on assigned projects and initiatives focused on enhancing knowledge sharing and transfer. Who we’re looking for Excellent command of English, with advanced writing proficiency Copywriting experience in a similar field Bachelor's or master's degree in computer science/ information science/business / economics/finance / instructional design would be an advantage Excellent communication skills and good presentation skills Must be independent, self-motivated, show initiative and a strong sense of ownership /responsibility Supportive of company-wide goals and objectives, deliver department /team results and key objectives Ability to research, organize, plan, multitask and exercise time management High level of attention to detail Stakeholder engagement skills: listening, negotiation, consulting, advocacy Fast learner with good analytical skills Ability to deal with high load of information and with ambiguity Ability to simplify complex concepts with clarity in writing Good creative thinking skills and ability to address issues proactively Research, planning, organising, time management and high level of administrative skills Problem-solving skills and ability to adapt fast to change Highly motivated and able to work under pressure Ability to take initiative and work independently Experience in forex or financial services would be an added advantage. Experience with Atlassian products would be an advantage (Confluence, Jira) Experience in information management (codification, content management, information processes, taxonomies) Experience in managing knowledge bases (information architecture) What we offer along the way Competitive salary and annual perform