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Role Overview:
The consultant will be responsible for monitoring dashboards and improving metrics related to enterprise-wide content, including knowledge articles and related artifacts. The role requires close collaboration with support teams to maintain data quality and ensure compliance with process standards. The consultant will also handle operational inquiries such as ticket routing, group membership updates, and process improvement suggestions, escalating when necessary.
Key Responsibilities:
- Managing knowledge roles, groups, and permissions
- Overseeing knowledge and incident workflows
- Maintaining knowledge architecture and category structures
- Defining and enforcing criteria for knowledge base creation and retirement
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