Technical Writer / Knowledge Management Analyst

viagogo is the world’s leading marketplace to buy and sell tickets to any live event, anywhere. Through viagogo internationally and StubHub, our platform in North America, we service customers in 195 countries in 33 languages and 49 available currencies. With more than 300 million tickets available to events around the world annually -- from sports to music, comedy to dance, festivals to theater -- viagogo offers the safest, most convenient way to buy or sell tickets to the most memorable live experiences.

StubHub is on a mission to redefine the live event experience on a global scale. Whether someone is looking to attend their first event or their hundredth, we’re here to delight them all the way from the moment they start looking for a ticket until they step through the gate. The same goes for our sellers. From fans selling a single ticket to the promoters of a worldwide stadium tour, we want StubHub to be the safest, most convenient way to offer a ticket to the millions of fans who browse our platform around the world.

Job Description: We are seeking a Technical Writer / Knowledge Management Analyst to ensure accurate, accessible, and well-structured knowledge across the organization. In this role, you’ll collaborate with cross-functional teams, optimize content processes, and leverage technology to enhance knowledge accessibility and operational efficiency. The role plays a pivotal part in empowering our teams with the knowledge to deliver exceptional fan experience. We aim to be recognized as the best and most trusted customer experience brand in the world!

Key Responsibilities: 

• Collaborate with Customer Service and cross-functional partners to gather and document information on new products, policies, and workflows. 
• Develop and optimize processes that ensure content is accurate, well-structured, and regularly updated by maintaining version control 
• Analyze how new updates impact existing knowledge and make necessary revisions. 
• Track knowledgebase usage, engagement, and effectiveness, gathering feedback from internal teams to improve content clarity, discoverability, and overall knowledge management practices. 
• Identify opportunities to enhance knowledge tools, search functionality, and content organization to improve information accessibility 
• Support the development of knowledge repositories beyond the knowledgebase, ensuring consistency in knowledge structure and accessibility. 
• Explore and implement innovative solutions, including AI-driven tools and automation, to enhance knowledge accessibility and efficiency

Position Type and Expected Hours of Work:

• This is a dayshift, full-time position, working M-F with occasional flexibility required to accommodate evenings and weekends based on business needs. 
• This role will require working in-office 3 days per week to ensure cross functional collaboration.

Qualifications:

• 3+ years of experience in technical writing, knowledge management, content strategy, or a related field.
• BA or BS degree in Technical Writing, Communications, Information Systems, or a related field preferred
• Excellent writing, editing, and communication skills, with a solid ability to convey complex information clearly and effectively.
• Experience in creating and designing self help content and resources
• Familiarity with content management systems and documentation tools.
• Ability to manage multiple projects and deadlines in a fast-paced environment.