Sr Knowledge Manager

Job ID 10135263 Location Burbank, California, United States / Orlando, Florida, United States / Seattle, Washington, United States Business The Walt Disney Company (Corporate) Date posted Dec. 04, 2025

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Job Summary:

At Disney, we’re storytellers. We make the impossible, possible. The Walt Disney Company (TWDC) is a world-class entertainment and technological leader. Walt’s passion was to continuously envision new ways to move audiences around the world—a passion that remains our touchstone in an enterprise that stretches from theme parks, resorts and a cruise line to sports, news, movies and a variety of other businesses. Uniting each endeavor is a commitment to creating and delivering unforgettable experiences — and we’re constantly looking for new ways to enhance these exciting experiences.

The Enterprise Technology mission is to deliver technology solutions that align to business strategies while enabling enterprise efficiency and promoting cross-company collaborative innovation. The Enterprise Technology organization drives competitive advantage by enhancing our consumer experiences, enabling business growth, and advancing operational excellence.

Team Description:

This role is part of the Technology Enablement & Adoption (TEA) organization. Our mission is to ensure that TWDC employees and Cast Members are aware of Enterprise Technology-provided technologies and technology changes, and to enable them to use our technologies well and in ways that enhance their work and support responsible and efficient collaboration and communication with partners.

Responsibilities of Role:

Who you are

You have outstanding writing skills, but just as importantly, you love working with people. You can partner with a technologist and understand their technical jargon, but you can also put yourself in an end user’s shoes and write for their understanding. You have a gift for injecting friendliness and even excitement into topics other writers would consider dry or boring, and you’re passionate about helping others learn new things. You’re good at building relationships with others and want to help them anyway you can: whether that’s writing an article, conducting an interview to understand them better, or building a communications campaign to reach people where they are. You’re good at strategy and knowledge base design and can streamline disparate and fragmented information into a well-organized and accessible repository.

What you will be doing

The Senior Knowledge Manager focuses on knowledge creation and strategy for our internal knowledge base: D Tools IT, but will also assist with additional teamwork, such as customer support and communications. This may include:

Technical Writing – creating and publishing FAQs, how-to articles, feature comparisons, descriptions for request forms, and other related content, with an eye toward simplicity.
Knowledge Strategy – maintain a bird’s-eye view of all content in the knowledge base, ensuring consistently in structure and tone, accuracy of content, and recommendations for new and updated ways to present information and track value. Design the knowledge base to remove redundancy and to encourage regular updates that keep content fresh and reduce the number of orphaned articles.
HTML and Image Support – Create images as needed for content; partner with graphic designers to implement CSS styles; and lightweight to moderate content editing in HTML when the WYSIWYG editor is insufficient for some formatting changes.
Reporting – Track article views, search terms, and other data to make decisions on new or updated content. Proactively suggest updates that will keep content fresh and engaging.
Managing Translations Process – ensure new and updated articles are made available to international teams, and that translations are made available in timely manner for product/service launches.
Monitoring Trends – Monitor reports from the IT service portal, Help Desk team, and within internal social media to ensure top questions are addressed and that the portal is user-focused rather than service-focused.
Customer Support - Email, support channels, bugs, new feature announcements
Communications - Direct email, support channels, and digital displays; provide a go-to resource so that communications can be kept short and engaging.
Upgrade Support – Test and provide feedback on new functionality and QA support during upgrades of the knowledge base tool itself.

Must Haves:

Minimum of 5+ years of experience writing technical documentation
Experience in customer-facing communications or relations role within a technology organization (IT organization or Enterprise Software vendor)
Ability to gather information from SMEs (service managers, developers) to produce written documentation for business users
Demonstrated strong written and verbal skills; can turn complex concepts into easy-to-understand resources
Flexible, versatile writing across different media types
Customer empathy – ability to anticipate questions from a diverse audience, and answer those questions in documentation
Optimism/resilience - can remain positive during article review process
Experience designing, maintaining, and managing a large knowledge base
Intermediate-to-advanced experience with HTML 5 and CSS 3 for web layout and design
Experience in customer-facing communications or relations role within a technology organization (IT organization or Enterprise Software vendor)

Nice to Haves:

Experience in IT Operations or IT Support in an enterprise environment
Content authoring and web publishing with WordPress or other modern web CMS platforms
Experience with end-user change management planning and execution
Experience managing and updating knowledge in ServiceNow
Experience with multimedia formats such as infographics or short videos
3-5 years technical experience collaborating with IT or software engineering teams in communications, technical writing or learning & development

Education:

Bachelor's degree and/or equivalent work experience

The hiring range for this position in Los Angeles is $87,100 to $106,200 per year, in Seattle is $91,200 to $111,200 per year, and in Florida is $83,000 to $101,100 per year. The base pay actually offered will take into account internal equity and also may vary depending on the candidate’s geographic region, job-related knowledge, skills, and experience among other factors. A bonus and/or long-term incentive units may be provided as part of the compensation package, in addition to the full range of medical, financial, and/or other benefits, dependent on the level and position offered.

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About The Walt Disney Company (Corporate):

At Disney Corporate you can see how the businesses behind the Company’s powerful brands come together to create the most innovative, far-reaching and admired entertainment company in the world. As a member of a corporate team, you’ll work with world-class leaders driving the strategies that keep The Walt Disney Company at the leading edge of entertainment. See and be seen by other innovative thinkers as you enable the greatest storytellers in the world to create memories for millions of families around the globe.

About The Walt Disney Company:

The Walt Disney Company, together with its subsidiaries and affiliates, is a leading diversified international family entertainment and media enterprise that includes three core business segments: Disney Entertainment, ESPN, and Disney Experiences. From humble beginnings as a cartoon studio in the 1920s to its preeminent name in the entertainment industry today, Disney proudly continues its legacy of creating world-class stories and experiences for every member of the family. Disney’s stories, characters and experiences reach consumers and guests from every corner of the globe. With operations in more than 40 countries, our employees and cast members work together to create entertainment experiences that are both universally and locally cherished.

This position is with Disney Worldwide Services, Inc., which is part of a business we call The Walt Disney Company (Corporate).

Disney Worldwide Services, Inc. is an equal opportunity employer. Applicants will receive consideration for employment without regard to race, religion, color, sex, sexual orientation, gender, gender identity, gender expression, national origin, ancestry, age, marital status, military or veteran status, medical condition, genetic information or disability, or any other basis prohibited by federal, state or local law. Disney champions a business environment where ideas and decisions from all people help us grow, innovate, create the best stories and be relevant in a constantly evolving world.

DISABILITY ACCOMMODATION FOR EMPLOYMENT APPLICATIONS

The Walt Disney Company and its Affiliated Companies are Equal Employment Opportunity employers and welcome all job seekers including individuals with disabilities and veterans with disabilities. If you have a disability and believe you need a reasonable accommodation in order to search for a job opening or apply for a position, visit the Disney candidate disability accommodations FAQs. We will only respond to those requests that are related to the accessibility of the online application system due to a disability.

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Hiring Process

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Explore this Location Burbank, CA

Billed as the "Media Capital of the World," Burbank boasts more than 1,000 media and entertainment companies, including the main headquarters for The Walt Disney Company.