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    Technical Knowledge Specialist - Cape Town, South Africa - 2U

    2U
    2U Cape Town, South Africa

    6 days ago

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    Description

    At 2U, we are all in on purpose. We are motivated by our mission – to eliminate the back row in education – and connected by our shared passion to deliver world-class digital education at scale. As the parent company of edX, the world's leading online learning platform, 2U powers more than 4,000 online higher education offerings – from free courses to full degrees. Together with more than 230 colleges, universities, and corporate partners, we are helping to unlock human potential.

    What We're Looking For:

    The Technical Knowledge Specialist will be responsible for Knowledge Management across internal support teams and our customers. The candidate will communicate routine information regarding the 2U platform to internal/external users regarding releases, maintenance, process change, etc. The role requires cross functional collaboration with product management, engineering, program operations, tech support, and business services. The candidate should also possess strong Incident Management skills and be available for 24x7 coverage on a rotational basis.

    Responsibilities Include, But Are Not Limited To:

  • Knowledge Management (70%) Maintain the management of department-wide internal and external knowledge bases, including updating and creating knowledge articles as a result of business process and technology changes
  • Incident Management & Communications (30%) Participate in on-call rotation to provide 24x7 incident management coverage for business critical service issues and outagesMonitor maintenance and technical release information to enable creation of internal and external communicationsCoordinate product launches with Product Management, including internal and external communications

    • Things That Should Be In Your Background:

  • 1-2 years of experience in knowledge management
  • Bachelor's degree required
  • Strong written and verbal technical communication skills
  • Ability to adjust language and writing style to best fit audience needs
  • Attention to detail and problem solving oriented
  • Excellent time management
  • Enthusiasm and the ability to thrive in an atmosphere of constant change
  • An understanding of knowledge management principles, procedures and processes
  • Preferred experience in crafting clear and concise incident status updates suitable for a business leadership audience
  • Excellent computer skills (Microsoft Office, inclusive of Word, Excel and PowerPoint)
  • Preferred experience with Service Management or Customer Relationship Management tools

    • Benefits & Culture

    Our global employee base is a diverse collection of innovators, dreamers, and doers working together to transform lives through higher education. We believe that every employee can advance our shared purpose, and that life at 2U should be fun and meaningful. If you're excited by the opportunity to provide over 40 million learners and counting with access to world-class online higher education, then join us – and do work that makes a difference. #NoBackRow

    We offer comprehensive benefits (unique per country) and excellent work/life balance.
    Full-time, ZA benefits include:

  • 2 complimentary Getsmarter short courses per year
  • Subsidised medical aid with Discovery Health Medical Scheme
  • 4% 2U contribution towards Discovery Life Pension Fund and Group Risk Benefit
  • Employee Assistance Program (EAP)
  • Generous leave policy including time off to volunteer for non-profit organization, study leave, sports leave and a company-wide festive season break

    • 2U Diversity and Inclusion Statement

    At 2U, we are committed to building and sustaining a culture of belonging, respect, and inclusion. We are proud of the steps we've taken to bring together an employee base that embodies diverse walks of life, ideas, genders, ages, races, cultures, sexual orientations, abilities and other unique qualities. We strive to offer a workplace where every employee feels empowered by what makes us different, as well as by how we are alike.

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