Client Education and Knowledgebase Lead

Homecare Homebase is seeking a Client Education and Knowledgebase Lead to oversee the development, maintenance, and optimization of internal and external knowledge resources. This role focuses on enhancing employee and client engagement, supporting the Customer Experience Portal within ServiceNow, and driving knowledge-centered service adoption. The position involves creating and updating content, analyzing performance metrics, coordinating communication, and managing training programs.

Requirements

• Maintain internal and external knowledgebases to ensure accuracy, relevance, usability, and HIPAA compliance.
• Administer and optimize the Customer Experience Portal within ServiceNow.
• Partner cross-functionally to collect, curate, and organize knowledge for publication.
• Review and update existing content to ensure accuracy, consistency, and alignment with brand and regulatory standards.
• Monitor knowledgebase and portal performance metrics.