Digital Knowledge Management Specialist Austin, TX - 1436421

Join the Help@Cisco IT Knowledge Management team, based in our Austin, Texas office, in delivering solutions for global Cisconians. This open office environment welcomes and encourages creativity and a can-do attitude. This hybrid position provides some flexibility to work remotely.

Create and maintain solutions that provide resolution to user issues, optimized help desk agent instructions for advising Cisconians, and content to improve business processes. The intended outcome is leading with self-help and faster issue resolution, resulting in improved employee satisfaction with the overall support experience.

• Work with Content Owners as needed to write and edit user self-help articles for common technical issues. Clarity is essential as these articles feed AI tools to provide personalized solutions.
• Review existing content for assigned product areas to improve user experiences with search and IT issue resolution.
• Write advisor-facing content for Help Desks to use when providing support to guide problem resolution.
• Generate and edit screen captures to support content.
• Review employee feedback to improve content.

• 3+ years of experience in writing creative, simple, user-focused, support content.
• 1+ years of professional experience in diagnosing and resolving technical issues on operating systems, including Windows, Mac, iOS, and Android.
• Demonstrated exceptional writing and editing skills following a style guide.
• Proven knowledge of HTML and CSS.
• Experience with exploring AI tools to improve content and efficiency.

• 5+ years of experience in writing creative, simple, user-focused, support related content.
• 2+ years of professional experience in resolving technical issues.
• Knowledge and experience with Agile practices.
• Familiarity with ServiceNow Content Management System.
• Superb communication and strategic planning skills, while being self-motivated with a focus on execution.

#WeAreCisco where every individual brings their unique skills and perspectives together to pursue our purpose of powering an inclusive future for all.

Our passion is connection-we celebrate our employees' diverse set of backgrounds and focus on unlocking potential. Cisconians often experience one company, many careers where learning and development are encouraged and supported at every stage. Our technology, tools, and culture pioneered hybrid work trends, allowing all to not only give their best, but be their best.

We understand our outstanding opportunity to bring communities together and at the heart of that is our people. One-third of Cisconians collaborate in our 30 employee resource organizations, called Inclusive Communities, to connect, foster belonging, learn to be informed allies, and make a difference. Dedicated paid time off to volunteer-80 hours each year-allows us to give back to causes we are passionate about, and nearly 86% do!

Our purpose, driven by our people, is what makes us the worldwide leader in technology that powers the internet. Helping our customers reimagine their applications, secure their enterprise, transform their infrastructure, and meet their sustainability goals is what we do best. We ensure that every step we take is a step towards a more inclusive future for all. Take your next step and be you, with us!