Knowledge Editor

It's fun to work in a company where people truly BELIEVE in what they're doing!We're committed to bringing passion and customer focus to the business.About This RoleProofpoint, Inc. is looking for a detail-oriented and experienced technical editor to join our Knowledge Management team. This role will help to manage the content lifecycle, working with a global team of knowledge contributors in authoring, reviewing, revising and enhancing knowledge base articles for our Customer Success Center portal. This position requires strong interpersonal skills, to help forge enduring relationships with SMEs, upon whom this role is reliant for the development of content which will comprise How-To, FAQ, Troubleshooting and other online support articles, for both internal and external audiences. This role also requires excellent communication skills to engage with SMEs and help translate complex information into clear, intuitive user-friendly guidance.Suitable candidates should have a proactive, hands-on approach and problem-solving capabilities, and be able to work as a collaborative team member with a variety of personalities. The ideal candidate would have the organizational skills to manage multiple projects concurrently and would be both deadline-driven and flexible.ResponsibilitiesContent Governance:Manage the content workflow, from gaps analysis to publication of an articleReview and tag existing Knowledge base articles, to ensure search optimization of results and currency of articles surfacedPerform gaps analysis for knowledge articles, by evaluating support cases & trendsAdhere to a style guide for editingCreate templates & structure to standardize material prepared by subject matter experts for consistent language, terminology, and styleContribute to projects that improve the user experience, provide opportunities for customer self-service, and engineer effectivenessDrive continuous improvement initiatives to innovate and enhance the knowledge experience for usersQuality:Perform audits of the knowledge base to identify aging, inaccurate or duplicate contentFollow up on articles receiving low star ratings or thumb down ratings from users for root cause analysis & remediationRelationship building:Maintain a list of SMEs with whom you can engage if an article requires revision or if feedback is sub-parBuild relationships across the organization, in Engineering/Content/Suppport; etc and elicit feedback from internal stakeholders on KB lifecycle processBuild relationships with Customers & Partners who are invited to participate in content creation for validation of article contentRequirements:Proven experience as a technical editor or technical writer or in a similar role.Experience working for a multi-national organizationExperience with Proofpoint’s Products or experience in the Information Technology sectorBA or BS degree in English, Technical Writing or Editing, Communications or a related field.Strong communication skills, both verbal and writtenAbility to grasp complex technical concepts and distill them into clear user-friendly guidanceProofreading and editing experience is essential, with meticulous attention to detail in grammar and spelling.Ability to multitask short-term and long-term goals and objectivesDemonstrate initiative and productivity with minimal supervision.Desirable:Experience working with Salesforce Service Cloud and/or working in a knowledge-centered support environmentExperience using editing and publishing tools would be desired (i.e. Salesforce Knowledge, Adobe Acrobat, MadCap Flare; or alternatives)Ability to adapt to changing schedules and priorities in a fast-paced dynamic environmentDemonstrate enthusiasm for learning new technologies and viewing challenges as opportunities for creative solutions and innovationDemonstrate initiative and productivity with minimal supervisionFamiliarity with technical writing standardsIf you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!