Client Education and Knowledgebase Lead

Homecare Homebase is seeking a Client Education and Knowledgebase Lead to oversee the development, maintenance, and optimization of knowledge resources within ServiceNow, focusing on improving employee and client engagement. This role is crucial for enhancing content accuracy, usability, and HIPAA compliance, as well as driving adoption of Knowledge-Centered Service (KCS). The position involves analyzing performance metrics, coordinating training programs, and serving as a liaison between internal teams, IT, and clients.

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.
• Review and update existing content to ensure accuracy and consistency.
• Identify knowledge gaps and collaborate with subject matter experts.
• Create, edit, and publish knowledgebase articles and resources.
• Monitor knowledgebase and portal performance metrics.
• Coordinate communication for educational programs.