Knowledge Management Specialist

We are at the forefront of change in this rapidly evolving lending market. mello™, the Greek word for “future,” was the product of a recent $80+ million dollar investment in research & development to transform & streamline the home buying process into a digital experience like no other competitor offers. But mello™ is just the beginning… loanDepot will continue to invest in developing our own advanced technology ecosystem built around serving our customers & enabling our valued employees to provide exceptional service. We have funding, we have opportunities, you have ideas—it’s a perfect match. Come join us!

loanDepot — We are America’s Lender.

Position Summary:
Responsible for following established practices and procedures that contribute to the development and maintenance of organizational knowledge. Reviews knowledge base for completeness, identifies gaps in shared information, and works with subject matter experts (SMEs) to access or develop missing or outdated information. Interacts frequently with the Knowledge Manager, other Knowledge Management team members, SMEs, and Business Analysts. Promotes the use and adoption of our knowledge management solution. This position ensures the performance of all duties in accordance with the company’s policies and procedures, all U.S. state and federal laws and regulations, wherein the company operates.

Responsibilities:
Collects, compiles, and organizes specific content, using source content such as existing knowledge bases and business requirements documents.

Maps source content to pre-existing templates and overall content framework.

Authors new content into the knowledge base and maintains existing content through periodic review and through end user feedback.

Makes sure that all content meets standard presentation requirements as well as grammar and punctuation standards as defined by internal and external style guides.

Utilizes article usage reports and ServiceNow reports to monitor knowledge base workflow queue for new work assignments; removes authored or updated content in the workflow to SMEs, as well as articles rejected by them and/or KM Publishers.

Tags knowledge base articles with appropriate metadata. Reviews suggestions for new knowledge articles, monitors feedback queues and incorporates fixes into knowledge articles.

Monitors knowledge base feedback for business/process related (non-technical) questions and issues.

Monitors daily workflow queue to make sure that there is no backlog, so articles are published in a timely fashion.

Performs other duties and projects as assigned.

Requirements:
Demonstrates knowledge of, adherence to, monitoring and responsibility for compliance with state and federal regulations and laws as they pertain to this position.

Demonstrates a high level of ServiceNow experience and knowledge, or other similar ITSM tools.

Understanding of end user needs for maximizing efficiency.

Expert knowledge of written English language and strong skills in technical editing. Strong attention to detail.

Effective organizational and time management skills.

Exceptional verbal, written and interpersonal communication skills.

Ability to make decisions that have moderate impact on the immediate work unit and cross functional departments.

Ability to organize and prioritize work schedules on a short-term and long-term basis.

Ability to provide consultation and expert advice to management.

Ability to make informal and formal presentations, inside and outside the organization; speaking before assigned team or other groups as needed.

Ability to deal with complex difficult problems involving multiple facets and variables in nonstandardized situations.

Ability to work with little to no supervision while performing duties.

Experience exerting broad discretion regarding development/revisions of knowledge base content.

Experience in the Mortgage industry preferred.

Bachelor’s degree preferred, or a minimum of two (2) + years of related work experience.

Why work for #teamloanDepot:
Aggressive earning potential and 401K with robust company match

Inclusive, diverse and collaborative culture where people from all backgrounds can thrive

Work with other passionate, purposeful and customer-centric people

Extensive internal growth and professional development opportunities including tuition reimbursement

Comprehensive benefits package including Medical/Dental/Vision

Wellness program to support both mental and physical health

Generous paid time off for both exempt and non-exempt positions

We are an equal opportunity employer and value diversity in our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.