Aderant is seeking a Knowledge and Enablement Specialist.

Aderant is a global industry leading software company providing comprehensive business management solutions for law firms and other professional services organizations with a mission to help them run a better business. We are motivated by a collective desire to drive the legal industry to the forefront of innovation. With over 2,500 clients around the world, including 95 of the top AmLaw 100 firms, we are changing the outside perception of the legal sphere; where there was once resistance to modernization, we are creating a culture that embraces new ideas and technology.

At Aderant, the “A” is more than just a letter. It is a representation of how we fulfill our foundational purpose, serving our clients. It embodies our core values and reminds us that to achieve success, every day must start with the “A”. We bring the “A” to life by fostering a culture of innovation, collaboration, and personal growth. We encourage our diverse teams to bring their whole selves to work – ideas, experience, and passion – to drive our mission forward. Our people are our strength.

The Knowledge and Enablement Specialist plays a critical role in ensuring both internal team and client success by maintaining the company’s support knowledge materials, ensuring that all information is accurate, up-to-date, and easily accessible to both internal teams and clients. This role involves creating, organizing, and disseminating knowledge resources, as well as providing training and support to internal team members.  

• Bachelor’s degree in Information Management, Business, or a related field. 
• 3+ years of experience in knowledge management, technical writing, or a similar role.
• Strong understanding of calendaring/docketing and SaaS software.
• Excellent written and verbal communication skills.
• Proficiency in using knowledge management tools and software.
• Ability to work independently and collaboratively in a fast-paced environment.
• Strong attention to detail and organizational skills. 

Preferred Qualifications: 

• Experience in the legal industry or with SaaS software. 
• Familiarity with calendaring/docketing solutions.
• Certification in Knowledge Management or a related field. 

Knowledge Management: 

• Responsible for the management, capturing, sharing, and accessibility of leveraged knowledge asset materials such as knowledge articles, videos, checklists, and SQL file libraries as applicable. (This does not mean that you are responsible for creating all the materials; creation is a team responsibility.) 
• Create and update FAQs, quick reference guides, and other documentation to support both our clients and our internal Support team members who support our clients.
• Work with Support to analyze case trends, Identify gaps in knowledge and develop a plan to address the gaps.
• Collaborate with product development, customer support, and marketing teams to gather and disseminate information.
• Conduct training sessions and webinars for internal teams and clients to ensure effective use of the software.
• Monitor and analyze user feedback to identify areas for improvement in the knowledge base.  

Enablement: 

• Participate in the GTM, review features for upcoming releases and draft a list of questions that you anticipate a client may ask.  (Questions can be technical, functional, or business problem/solution oriented). 
• • Work with others (Support, Product, Development) to crowdsource/finalize list of questions and answers for upcoming releases.  Create KB articles in SF so that they are available for Support Reps/clients when the product is released (or as close to release as possible). 
  • If a topic is complex, create a series of short training videos for the team members to reference (keep in mind the training team may reuse content for client facing videos). 
• Work with Managers to identify areas where internal team members need training and recommend existing materials and/or record a series of videos that a representative can reference to assist them in completing tasks. 
• Create checklists that team members can follow to gather information and troubleshoot cases and add these checklists to KB articles.
• Monitor appropriate Teams Q&A Channel(s) and respond by sharing knowledge where applicable. 

General: 

• Collaborate with Leadership in setting quarterly/monthly goals that support the company and Support Department goals.
• All other duties as assigned.