Knowledge Champions (Planning and Work)
Region (AMER / EMEA / APAC) Knowledge Champion(s)
- AMER: @jemcgrew @cleveland @Austin_Pierce @andsmith3 @lmacrae @IndiraCA
- EMEA: @mnagle2 @niklasjanz @ffarukh
- APAC: @mlockhart @grosal
- US Gov: @jbigelow @antsubia
What is a Knowledge Champion? A knowledge champion is someone who will advocate for knowledge, promote KCS and knowledge articles, as well as assist with driving knowledge management for the product/features. The knowledge champion will help bridge the gap between knowledge and support engineers.
Knowledge Champions at GitLab are team members who play a key role in managing our GitLab Knowledge Base.
Knowledge Champions assist with knowledge article reviews, publishing, (archive)and where appropriate, archiving knowledge articles. You will also act as quality gatekeepers for the knowledge that gets published to customers.
The key responsibilities of Knowledge Champions include:
- Reviewing and approving knowledge articles created by Support Engineers
- Publishing articles to make them available to customers
- Reviewing articles for outdated or obsolete content
- Creating and modifying articles
- Help Mentor Junior Support team members around knowledge
- Find areas where we have opportunities for knowledge, gaps, risks.
- Attend Once a Month Team KM meeting (to discuss issues/information)
The knowledge base serves as a repository of solutions to commonly-encountered problems, turning the effort used to solve a single ticket into a public resource for all GitLab users. Knowledge Champions help ensure this resource maintains high standards of accuracy and usefulness.
This role is part of GitLab's broader "Knowledge Centered Service" approach, where we integrate knowledge capture and sharing directly into our support engineers workflow. It's essentially a way to scale support by having designated experts who ensure that solutions discovered by individual support engineers become accessible, well-documented resources for the entire GitLab community.
If you are passionate about knowledge, about documenting, and helping others, and you would like to be a knowledge champion, reach out to myself (Kirsty Allen) or to your manager. We'd love to have your help!
ACTION for Knowledge Champions
- Make sure you understand KCS
- Talk with your peers (meetings, when answering questions) should this be a knowledge article? should documentation be updated? Lets capture the expertise so that it helps others!
- Create a knowledge article, and help others create articles
- Understand the difference between KB and Doc
- Look for opportunities for knowledge, and help others see the benefit.
- Answer questions from peers about knowledge