Imprivata Logo

Imprivata

Knowledge Management Specialist

Posted 3 Days Ago
Hybrid
3 Locations
Junior
Hybrid
3 Locations
Junior
The Knowledge Management Specialist will support Imprivata's Customer Support team by creating and maintaining knowledge articles, managing intranet pages, and analyzing content effectiveness through Salesforce reporting to enhance customer satisfaction and support efficiency.
The summary above was generated by AI

Description
Come join a winning team! Here at Imprivata, you'll see a dedicated group of professionals who care about improving healthcare. Our team thrives on collaboration and sharing ideas, whether in a cross-functional meeting or at one of our virtual team-building events.
While we're diverse in our backgrounds and skills, we have much in common. A passion for our mission. A strong sense of integrity. A belief that we're making a positive impact and a commitment to having fun.
We are seeking an Knowledge Management Specialist to join our team for this hybrid opportunity working out of our Waltham, MA, St. Petersburg, FL or Austin, TX office.
Job Summary
The Knowledge Management Specialist provides critical support to Imprivata's Customer Support team by creating, maintaining, and improving knowledge resources that empower both customers and internal teams. This role focuses on writing and editing knowledge articles, updating intranet pages, and analyzing content effectiveness through Salesforce reporting. They ensure that accurate, up-to-date, and user-friendly information is readily available to enhance customer satisfaction and support efficiency.
Duties and Responsibilities

  • Strong verbal and written English skills with a professional and approachable communication style.
  • Ability to convey technical information at an appropriate level for diverse audiences.
  • Independently create, edit, and maintain knowledge articles to support customer self-service initiatives.
  • Ensure articles adhere to Imprivata's content style guide, are easy to understand, and provide actionable solutions.
  • Collaborate with subject matter experts to capture and document solutions effectively.
  • Regularly audit existing knowledge content for accuracy, completeness, and relevance.
  • Monitor and update intranet pages to reflect the latest product updates and support processes.
  • Utilize Salesforce and other internal tools to analyze article usage and identify gaps or opportunities for improvement.
  • Demonstrate excellent time management and prioritization skills to handle multiple projects simultaneously.
  • Work with customer experience teams to identify recurring issues and develop corresponding knowledge articles.
  • Support escalations by ensuring accurate documentation of known issues and solutions.
  • Deliver peer-level training on knowledge management best practices and tools.
  • Leverage Salesforce to track knowledge article effectiveness and maintain comprehensive documentation.
  • Analyze support cases to identify trends and areas where new content can drive resolution efficiency.


Qualifications

  • Bachelor's degree in a relevant field or equivalent experience.
  • Minimum of 2 years' experience in customer service/support, with a focus on knowledge management.
  • Excellent written and verbal communication skills in English.
  • Experience with knowledge management systems and content creation.
  • Proficiency in Salesforce for reporting and data analysis.
  • Strong organizational skills with the ability to manage multiple tasks effectively.
  • Industry certifications such as ITIL, Knowledge-Centered Service (KCS), or similar.
  • Experience working with IT support systems and understanding ITSM principles.
  • Familiarity with Imprivata products and their applications in healthcare environments


This position offers a salary range of $89,800.00 to $115,800.00 (inclusive of variable compensation such as bonuses and incentives). In addition, more information about Imprivata's benefit offerings can be found here . This salary range represents the high and low end of Imprivata's salary range for this position. Actual salaries will vary and may be above or below the range based on various factors, such as a candidate's location, skills, experience, and qualifications.
At Imprivata, we have a top-notch work environment, developmental opportunities, a competitive total rewards package, and the desire to have fun. If you have the skills and qualifications as we have described above, we want to hear from you!
Imprivata provides equal employment opportunities, regardless of race, religion, age, sex, national origin, disability status, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
#LI-Hybrid #LI-SF1

Similar Jobs at Imprivata

13 Hours Ago
Hybrid
3 Locations
Senior level
Senior level
Healthtech • Security • Software • Cybersecurity
The Manager of Strategic Customer Success is responsible for growing customer relationships, overseeing a team that ensures customer satisfaction, driving strategic initiatives, managing key accounts, and providing guidance on resolving customer issues. They will shape strategy and operational processes to enhance customer engagement and retention.
2 Days Ago
Hybrid
3 Locations
Entry level
Entry level
Healthtech • Security • Software • Cybersecurity
The Privacy Analyst I at Imprivata is responsible for strengthening customer privacy programs through monitoring and analyzing alerts related to patient privacy. This role involves collaborating with customers, managing communication, developing training materials, and ensuring compliance with privacy regulations, using the Imprivata FairWarning solution. Success is measured by customer satisfaction and adherence to contractual obligations.
Top Skills: WindowsOffice365Salesforce
2 Days Ago
Hybrid
4 Locations
Mid level
Mid level
Healthtech • Security • Software • Cybersecurity
The Senior Data Scientist will enhance the machine learning capabilities of Imprivata's Digital Identity Platform by analyzing and processing data while ensuring ethical handling of sensitive information. Responsibilities include conducting machine learning experiments, developing production-quality code, collaborating with cross-functional teams, and providing mentorship within the team.

What you need to know about the Toronto Tech Scene

Although home to some of the biggest names in tech, including Google, Microsoft and Amazon, Toronto has established itself as one of the largest startup ecosystems in the world. And with over 2,000 startups — more than 30 percent of the country's total startups — Toronto continues to attract new businesses. Be it helping entrepreneurs manage their finances, simplifying business operations by automating payroll or assisting pharmaceutical companies in launching new drugs, the city's tech scene is just getting started.

Sign up now Access later

Create Free Account

Please log in or sign up to report this job.

Create Free Account