Content and Knowledge Management Consultant at Discovery Limited

Job Purpose 

To review, analyse and curate user-centered content using proven methods as the foundation for organizing, creating, using and sharing collective knowledge within the Bank. The consultant will be responsible for assessing processes, determining requirements, and recommending and applying solutions. The consultant will need to analyse data and use the findings to propose content accessibility and accuracy improvements to the team.

Areas of responsibility may include but are not limited to 

• Responding to internal queries and inbox management of workflow processes.
• Defining and maintaining an information architecture to enable the usability of created information and content.
• Collaborate with peers in every discipline, including IT design, marketing, and data science.
• Using analytics, user feedback, user research and other sources of information to make decisions about Knowledge base content and how to improve it.
• Quality checking and capturing of client content - Source, scope, develop and structure new and existing content in collaboration with subject matter experts, Marketing and Legal. Producing content assets that are accurate, timely, high quality and to Discovery Bank’s agreed writing style.
• Provide content principles, improvements, and templates.
• Identify user needs and relate these to existing content, identify gaps, overlaps and problems.
• Be comfortable working in an agile environment, ability to coordinate multiple projects, able to deliver at pace, and be at ease with rapidly changing deadlines, priorities, workloads, and goals.
• Work on projects to optimise Bank wide knowledge management for world class efficiency.
• Maintaining various stakeholder relationships.

Personal Attributes and Skills 

• Must have excellent writing skills
• Advanced computer skills; Key MS Office package; Outlook, Excel, Word, PowerPoint
• Experience with JIRA and Confluence
• Proven experience with Content and/or Knowledge management systems
• Self-starter with exceptional organisational skills
• Strong written and oral communication skills to convey complex ideas to broad audiences.
• Creative problem solver with high levels of attention to detail
• Ability to work cohesively in a team environment, collaborate and balance multiple priorities
• Strong time management skills, works well under pressure and to deadlines
• A team player who can work alone when required and without supervision
• High level of attention to detail, resilience, enthusiasm, energy and drive
• Strong problem solving and troubleshooting skills to exercise mature judgment.
• Positive, can-do attitude

Education and Experience 

• Matric / Grade 12 (Essential)
• Completed degree / diploma in Communications or related field (Essential)
• Knowledge Management or related qualification (Advantageous)
• Business Analysis or Business research related qualification (Advantageous)
• At least four years relevant or similar experience within a content and/or knowledge management function in a banking environment. 
• Clear understanding of Content and Knowledge management.
• Familiar with content management tooling and/or front-end programming (including but not limited to HTML development)
• Simplified language experience.