Knowledge Management Specialist

Being a part of the Hollywoodbets Purple Team is an opportunity to become a part of one of South Africa's biggest success stories. From humble beginnings in Durban, Hollywoodbets has grown into a powerhouse brand operating across Africa and the United Kingdom. And that's just the beginning. Our talented Team is on a mission to increase our global footprint, ready to take on any challenge because at Hollywoodbets, not even the sky is the limit. Join our Team and let's reach for the stars.

We have amazing opportunities for x 2 Knowledge Management Specialists to be based in Umhlanga. Do you think you have what it takes to be our newest Purple Star?

The Knowledge Management Specialist is responsible for developing, curating, and maintaining high-quality content within the company's knowledge base systems. This content will directly support the training and performance of AI technologies, including AI-bots and virtual assistants, ensuring accurate, consistent, and contextually relevant responses to user queries.This role bridges the gap between subject matter experts, customer support, and AI development teams to ensure that knowledge assets are structured, accessible, and aligned with business goals and user needs.

With Hollywoodbets You Will:

Innovate and create as part of a like-minded, authentic Team eager to achieve goals.

Embrace challenges and the thrill of working in a vibrant and fast-paced industry.

Grow with our development plans and culture that allows you to further your career.

You bring:

• A minimum of 2 years' experience with Zendesk, Confluence, SharePoint, or other knowledge tools
• Strong writing and editing skills, including plain language techniques
• Technical familiarity with document management systems and metadata structuring

A bonus to have:

• Diploma/Degree in Business Communication, Information Science, Knowledge Management or related fields.
• Knowledge Management or Content Writing experience / 2+ years in a similar role or content-driven environment
• Experience in a Contact Centre environment
• Experience working with AI training data or conversational design

What You'll Do For The Brand:

• Maintain and improve the Contact Centre's knowledge management system and internal knowledge base platforms.
• Develop structured knowledge base articles, FAQs, and process documentation.
• Collaborate with AI and product teams to ensure content is optimized for machine learning and natural language processing (NLP) models.
• Analyze chatbot and AI interaction data to identify content gaps and opportunities for improvement.
• Ensure all content aligns with brand tone, style, and departmental standards.
• Collaborate with key stakeholders across departments to identify content gaps and ensure accurate, consistent, and timely updates of all knowledge articles.
• Implement taxonomy, tagging, and metadata strategies for efficient content retrieval.
• Coordinate and manage the version control and archiving all knowledge content.
• Implement quality control processes to regularly audit and verify the accuracy and relevance of knowledge content.
• Lead and coordinate structured knowledge-sharing sessions across internal teams to ensure alignment of content accuracy and operational best practices.
• Support new process rollouts, product launches, or policy updates by ensuring associated knowledge materials are developed and deployed in time. 
• Monitor article performance, usage trends, and knowledge gaps through reporting and insights tools; use findings to inform continuous improvement.
• Provide daily, weekly and monthly reports to management highlighting content usage, gaps, and update-cycles.
• Conduct refresher sessions or onboarding training for new and existing users on knowledge tools and standards.
• Perform administrative tasks related to permissions, audit trails, and document control.
• Take ownership of feedback and escalations relating to knowledge content accuracy or availability.
• Assume and perform other duties and responsibilities not specifically outlined herein but which are logically and properly inherent to the position.

What You'll Bring To The Team:

• Technical abilities.
• Analytical skills.
• Content Management
• Excellent Communication.
• Attention to detail.
• Collaboration.
• Problem Solving.
• Training and Support.

So, are you ready to level up, learn, and perform at your best? Apply now

Please note that only applicants who meet the stipulated minimum requirements will be considered.