Job Description
A Knowledge Management Specialist responsible for developing and maintaining a scalable knowledge infrastructure, creating user-friendly documentation, and leveraging AI tools to support the Sales Support organization and improve customer self-service.
Key Responsibilities
- Establish a scalable knowledge management infrastructure for Sales Support
- Collaborate with cross-functional teams to gather and translate information into support content
- Create and manage clear, concise knowledge base articles to improve self-service and AI ingestion
- Manage the knowledge management roadmap and contribute to project completion
- Monitor and report on KPIs to evaluate the effectiveness of the KM program
- Identify and implement improvements in KM processes and technology, incorporating AI and automation
- Participate in technology-driven initiatives to incorporate innovative solutions
Requirements
- Bachelor's degree in a related field
- 4 years of knowledge management and technical writing experience creating customer-facing documentation for software or SaaS products, as well as creating, capturing, structuring, and maintaining knowledge articles
- Experience managing complex content projects and cross-functional partnerships, including measurable improvements to customer self-service
- Experience working with knowledge management and ticketing systems
- Strong interpersonal skills to collaborate with cross-functional teams and to communicate effectively with stakeholders at all levels
- Adept at managing multiple priorities and embracing change with ease
- Familiar with generative AI tools and automation platforms to accelerate content
- KCS Certified
- Proficient in Zendesk, JIRA, Confluence, Tableau, or similar tools
- Experience in managing knowledge-related projects
Benefits & Perks
Competitive total compensation package
Employee-led remote and flexible working
Health benefits
Inclusive work environment with accommodations for persons with disabilities
Flexible working model including remote, hybrid, and in-office options
Ready to Apply?
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