Job Description

About Accenture

Accenture is a global professional services company with leading capabilities in digital, cloud and security. Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Interactive, Technology and Operations services—all powered by the world’s largest network of Advanced Technology and Intelligent Operations centres. Our 506,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities. Visit us at

The Knowledge Management Specialist will be responsible for:

  • Managing written and online communications to apply internal process improvement initiatives to process documentation when required.

  • Maintain contact with and manage communications appropriately with all stakeholders in the agreed process

  • Identify opportunities to enhance process documentation and communicated resolution which will improve the process and provide a better agent and user experience

  • Constant communication between the internal teams and client; operating as the liaison between external stakeholders and internal leadership to support knowledge base content creation and maintenance.

  • Identify opportunities to ensure compliance of operational documentation, reduce knowledge gaps due to lack of documentation, and support ad hoc documentation escalations.

  • Creation, auditing, and maintenance of process documentation in the client’s central repository (knowledge base).

  • Create consumable materials with high accuracy to be utilized by internal programs and external stakeholders.

  • Maintain the highest level of expertise in the area of specialty and interact with subject matter experts in QTP (quality, training, and process) development.

  • Monitor the quality and effectiveness of documentation in the learning environment and outcomes, including classroom, course curriculum and instructor readiness, and support internal training resources to conduct sessions.

  • Support the operation needs as instructed in reporting to the Operations Manager to ensure high quality execution, timely updates to documentation, and create new content as needs arise.

  • Must be available to work a recurring 5-day / 40-hour work week at the designated onsite location and will include scheduled days Monday-Sunday.

  • Must be available to work scheduled shifts including schedule rotation for some holidays.

  • Must be able to work scheduled shift during contracted regionally-aligned (NA, EMEA, or APAC) standard operating hours.


Basic Qualifications

  • High School Diploma

  • Minimum of 1-year experience in instructional material design and training documentation.

  • Minimum of 1 year of experience in a customer facing operations environment

  • Active account on Facebook and a minimum of one other social network

  • Active user of social media services

Professional Qualifications

  • Minimum of 2-3 years experience in delivery operations

  • Strong technical writing skills

  • Strong communication skills

  • Flexible in a fast-paced environment

  • Experience in an online operation and/or online escalations environment

  • Maintains calm focus and communicates effectively

  • Strong communicator and presentation skills

  • Comfortable in managing escalations stakeholder

  • Awareness of the importance of data and key performance metrics

  • Ability to perform in a complex, high-stakes, fast-paced environment

You will also have opportunities to hone your functional skills and expertise in an area of specialization.  We offer a variety of formal and informal training programs at every level to help you acquire and build specialized skills faster. Learning takes place both on the job and through formal training conducted online, in the classroom, or in collaboration with teammates. The sheer variety of work we do, and the experience it offers, provide an unbeatable platform from which to build a career.

Accenture is an equal opportunities employer and welcomes applications from all sections of society and does not discriminate on grounds of race, religion or belief, ethnic or national origin, disability, age, citizenship, marital, domestic or civil partnership status, sexual orientation, gender identity, or any other basis as protected by applicable law.

All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.

Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.

Accenture is committed to providing veteran employment opportunities to our service men and women.

Please read Accenture’s Recruiting and Hiring Statement for more information on how we process your data during the Recruiting and Hiring process.

COVID-19 update:  The safety and well-being of our candidates, our people and their families continues to be a top priority. Until travel restrictions change, interviews will continue to be conducted virtually. 

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