Knowledge Centered Support Manager

Mercell is the largest public tendering and bidding platform for European buyers and suppliers, dedicated to enhancing connectivity between public buyers and suppliers. We make tenders compliant and easy, while enabling equal opportunity for all suppliers to the public sector.

At Mercell, we're on a mission to revolutionise public procurement, making it accessible and effortless for everyone involved. Imagine a world where public buyers and visionary suppliers come together seamlessly to make a great deal easier and shape the future. That's what we're all about.

With a dynamic culture built on continuous growth, trust, and collaboration, Mercell offers an environment where your talents can thrive. You will be part of an international environment with ambitious and dedicated colleagues who are passionate about what they do and supported to be themselves.

Working at Mercell
At Mercell, we're on a mission to revolutionise public procurement, making it accessible and effortless for everyone involved. Imagine a world where public buyers and visionary suppliers come together seamlessly to make a great deal easier and shape the future. That's what we're all about.

With a dynamic culture built on continuous growth, trust, and collaboration, Mercell offers an environment where your talents can thrive. You will be part of an international environment with ambitious and dedicated colleagues who are passionate about what they do and supported to be themselves.

Together, let's shape the future and create real value for society, one innovative solution at a time.

Your Mission 
The Knowledge Centered Support Manager plays a pivotal role at Mercell in overseeing the strategic implementation of knowledge management principles. This role involves cultivating a culture of continuous learning and collaboration by leading the creation and curation of a comprehensive knowledge base. Additionally, they guide teams through the adoption of Knowledge-Centered Support, driving the transition toward a digital knowledge-sharing environment. 

As a Knowledge Centered Support Manager at Mercell, you will be part of the Digital Learning and Engagement team within the Customer Office and report to the Lead of Digital Learning and Engagement. We are a team of passionate learning and engagement professionals responsible for ensuring that our customers receive efficient and effective support, growing customer experience and fostering customer satisfaction and loyalty while supporting broader institutional learning and engagement.

We see the following qualities as important to thrive and evolve in this role:

• Service-minded, accountable, thorough, positive attitude
• Self-starter; able to make use of downtime efficiently and productively
• Curious and fast learner
  
• Avid collaborator; keen to share, problem-solve, and brainstorm 
  
  

Core Responsibilities

• Content Creation and Curation: The creation and curation of knowledge base content, ensuring accuracy, relevance, and accessibility. Implement strategies to regularly review and update existing content to reflect changes in products, services, or processes.

• Quality Assurance: Establish and enforce quality assurance processes to ensure the accuracy and reliability of knowledge base content. Implement feedback mechanisms to capture user input and continuously improve the quality of the knowledge base.

• Change Management: Guide teams through the adoption of Knowledge-Centered Support, facilitating the transition to a digital knowledge sharing environment.

• Collaboration and Communication: Foster collaboration among different teams to encourage the sharing of knowledge and best practices. Communicate effectively with stakeholders, including team members, leadership, and end-users, to promote understanding and support for KCS initiatives.
  
  

Required Qualifications  

• Bachelor's degree in Information Management, Library Science, Business Administration, or related field. Or equivalent experience in knowledge management or related field.
• Proficiency in knowledge management systems and tools.
• Excellent organizational, communication, and analytical skills.
• Ability to work collaboratively and manage multiple priorities.
• C-2 level English proficiency
• The right to work in one of the listed locations

Preferred Qualifications  

• Certification in Knowledge-Centered Service (KCS) or related methodology.
• Experience with AI tools and automation in knowledge management.
• Experience with Atlassian.
• Project management experience or certification.
• B-2 level or higher proficiency in additional languages such as Swedish, Danish, Finnish, Dutch, and/or Norwegian.

Start date: January 2025
Duration: Full time
Workplace type: Hybrid remote
Location: May be based in the following locations where Mercell has a legal entity such as Sweden, Norway, Netherlands, Denmark and Finland. Mercell is not offering visa sponsorship or relocation support for this position.
Application Deadline: 20.10.2024. However, do not wait to submit your application - we will read applications and talk to potential candidates as we receive them 
 

What we offer 

As a fast growing technology company, we are committed to taking care of our employees through initiatives such as hybrid work to support work-life balance, health and insurance plans (may differ per country/office), pension plans, paid parental leave, social happenings and competitive salary packages. Please see https://career.mercell.com/posts/our-perks-benefits to get more insights on what to expect of perks, benefits and culture when joining Mercell.

Has this sparked your interest?

Then we can't wait to have you join our mission and looking forward to receiving your application!

If you have questions for this position, we are happy to chat with you. Please reach out to Heather Camp Lopes, Digital Learning and Engagement Lead.
Email: [email protected]

We may carry out background checks on applicants to verify information that appears on CVs and other documentation. This background check is carried out by an external party and is not carried out without the consent of the applicant. Current applicants will receive further information about this.