Associate Knowledge Administrator

The Associate Knowledge Administrator at 2K Games holds a pivotal role in managing and enhancing our knowledge base. Responsibilities include updating customer-facing content based on user interaction data, creating internal documentation, and collaborating closely with the Customer Success Associate Manager to ensure that our knowledge management strategy produces high-quality, easily searchable content. Additionally, you’ll participate in the localization of articles and review our communication macros to keep them effective and consistent.

To apply for the Associate Knowledge Administrator position at 2K Games, candidates should possess experience in knowledge management, content creation, or related fields like customer success. A degree in a related area is advantageous. Strong communication skills, a data-driven mindset, and familiarity with CMS platforms are also crucial. Experience with Zendesk and a background in the gaming community can greatly enhance your application.

As the Associate Knowledge Administrator, one key way to enhance the knowledge base at 2K Games is by utilizing analytics to identify content gaps and user needs. By regularly reviewing and updating articles based on searches and interactions, you can ensure the information remains relevant and user-friendly. Additionally, your role involves creating engaging content, including multimedia-rich guides, that resonates with users at different levels of expertise.

While it's not strictly required, having experience with video games and familiarity with gaming communities can significantly benefit your performance as an Associate Knowledge Administrator at 2K Games. This experience can provide valuable insights into the audience's needs, helping tailor the knowledge base content more effectively and make it more relatable to users.

At 2K Games, the work environment is dynamic, inclusive, and collaborative. The company emphasizes diversity and encourages employees to 'Come as You Are' to do their best work. You'll be working onsite in Las Vegas, engaging with various departments to produce critical knowledge for our teams, and contributing to the overall mission of delivering exceptional gaming experiences.

When discussing your experience with technical documentation, highlight specific projects where you crafted how-to articles or FAQs. Explain your process for ensuring accuracy, clarity, and engagement in your writing. Mention any tools or methods you used to collaborate with different teams to gather information and insights.

To effectively prioritize tasks, I assess the urgency and importance of each project. I often utilize project management tools to visualize timelines and deadlines. Furthermore, I keep open communication with stakeholders to ensure alignment on priorities, allowing me to focus on tasks that drive the most value for our users.

Maintaining current content requires a systematic review process. I regularly analyze user engagement data, such as article views and feedback, to identify which pieces need updates. I also stay informed about new developments in our organization and industry trends to proactively adjust our knowledge base and keep it aligned with user needs.

I have a solid understanding of SEO best practices for knowledge centers, including the use of targeted keywords, optimizing meta descriptions, and structuring content for readability. I implement these strategies to improve our content's visibility and ensure users can easily find the information they need.

In my previous role, I identified a repetitive issue where customer agents struggled to find key documentation. I took the initiative to reorganize the knowledge base, creating clear categories and tags, which improved searchability significantly. As a result, agent response times decreased, leading to better customer experiences.

Collaboration is crucial in knowledge management. By engaging with various teams, I can gather diverse insights that enhance content creation. I actively solicit feedback, ensuring that our knowledge base is comprehensive and reflective of different perspectives, ultimately benefiting our end-users.

Addressing outdated information involves consistently reviewing content for relevancy. I believe in setting up scheduled audits to check for inaccuracies and work closely with relevant teams to update and verify information, ensuring that our users have access to the most current and reliable data.

To create engaging multimedia content, I start by understanding the user's needs and pain points. I then design infographics or video tutorials that simplify complex information. Collaborating with graphic designers and using tools that facilitate interactive designs can make the knowledge base more interactive and enjoyable for users.

My approach to clear communication includes using simple language and straightforward explanations. I structure FAQs and articles with logical headings and bullet points to enhance readability. Seeking feedback from colleagues helps identify unclear sections, allowing me to refine content before publication.

To stay informed on industry developments, I participate in webinars, follow relevant publications, and engage with professional networks. Joining groups or forums dedicated to knowledge management helps me exchange ideas and learn best practices that I can bring back to my role at 2K Games.