Knowledge Management Specialist

Job Summary

To enhance user engagement and support, the full-time Knowledge Management Specialist will draft, review, and publish end-user communications, maintain knowledge content, and collaborate with cross-functional teams, primarily working remotely.

Key responsibilities

• Draft, review, and publish communications for incidents, outages, and updates while ensuring clarity and accessibility
• Maintain and promote knowledge content, including how-to articles and troubleshooting guides, while coordinating periodic reviews
• Collaborate with SMEs and automation teams to create and optimize self-service content and improve user experience

Required qualifications

• Associate's Degree in Communications, Technical Writing, Information Systems, Business, Applied Science, or related field, or equivalent practical experience
• 3+ years of experience in IT communications, technical writing, or knowledge management
• Demonstrated ability to draft and edit clear end-user-facing content tailored to different audiences
• Experience maintaining knowledge articles for self-service and internal support use
• Working knowledge of IT service management concepts and their relation to operational processes