Job Description

Description

At CDW, we make it happen, together. Trust, connection, and commitment are at the heart of how we work together to deliver for our customers. It's why we're coworkers, not just employees. Coworkers who genuinely believe in supporting our customers and one another. We collectively forge our path forward with a level of commitment that speaks to who we are and where we're headed. We're proud to share our story and Make Amazing Happen at CDW.


MAIN PURPOSE OF THE JOB


The Knowledgebase Manager is responsible for maintaining and expanding our database of pre-written content to improve proposal quality and team productivity.


The individual leads the content management strategy for the team by developing a deep understanding of the business and the information that is commonly used to respond to RFP/ITTs.


To achieve this, the role holder is responsible for defining and optimising the content repository structure and record management system as well as maintaining database accessibility and data integrity


KEY RESPONSIBILITIES

Design and own the architecture for the overall knowledgebase implementation Interview and work with subject matter experts to create boilerplate content that meets our corporate style and can be easily used in proposals Develop strong, collaborative relationships with SME teams to proactively develop case studies and other content as required Ensure legal and operational compliance of all content / database records Act as an internal advocate for the knowledgebase, helping to drive recognition, user adoption, and reputation for the system as a strategic asset Proactively identify and add new approved content from across the business Manage content access and read/edit access permissions, maintaining data protection standards according to regulatory or business policy (e.g., GDPR) Monitor key metrics to identify areas for improvement, ensuring the knowledgebase remains relevant and valuable to users Work with brand marketing and proposal teams to define the brand style and voice for proposal content, ensuring this is consistently applied across the knowledgebase Work with graphic designers as required, maintaining a strong graphics database Provide regular training to users of the knowledgebase and gather feedback on a regular basis Develop and maintain relationships with providers of content management systems to manage contracts, feature updates and maximise usage of the tool" Work with CRM and other application support teams to manage integrations and data flow Lead testing plans for new features and functionality Extract and present reports on content usage, content maintenance, user adoption, etc to system stakeholders Design and implement AI-powered processes for content creation and management Manage and monitor the policies and controls for AI to be used ethically and with human oversight.

KNOWLEDGE AND EXPERIENCE


The role holder must have experience of managing and motivating relevant subject matter experts (SMEs) within the business to ensure commitment to updating content on a pre-agreed cycle.


They need to be confident in dissecting RFPs and identifying frequently asked questions that need to be maintained in a knowledgebase.


Broad market knowledge of proposal automation, generative AI tools, and database solutions- with an understanding of the basics of prompt engineering for generative AI and how it can be used for content creation, tone adjustment, and task automation.


SKILLS AND EXPERIENCE

Strong academic background or successfully completed the Bid and Proposal Apprenticeship and/or APMP Foundation (Practitioner or Professional level desirable). Advanced MS Word skills and proficient in MS Office Experience of working with third party proposal software providers such as Qorus, Autogen AI, Loopio

PERSONAL ATTRIBUTES

Excellent writing and communications skills, preferably with knowledge of video and audio content creation Ability to network and build sustainable partnerships with internal stakeholders Creative with an ability to present information in a variety of different ways to suit the audience Excellent project management skills Minimum of three years' experience in a content role Hands-on experience with a content management system (CMS) Knowledge and/or passion for the industry

We make technology work so people can do great things.

CDW is a leading multi-brand provider of information technology solutions to business, government, education and healthcare customers in the United States, the United Kingdom and Canada. A Fortune 500 company and member of the S&P 500 Index, CDW helps its customers to navigate an increasingly complex IT market and maximize return on their technology investments. Together, we unite. Together, we win. Together, we thrive.


CDW is an equal opportunity employer. All qualified applicants will receive consideration for employment without regards to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status or any other basis prohibited by state and local law.