Support Knowledge Manager

Job Summary

A company is looking for a Support Knowledge Manager to establish and lead the Knowledge Management program within the Technical Support organization.

Key Responsibilities

• Develop and implement a comprehensive Knowledge Management strategy aligned with departmental and company goals
• Oversee the knowledge content lifecycle, ensuring quality and relevance for both internal and external use
• Collaborate with cross-functional teams to enhance customer self-service capabilities and optimize knowledge content for AI integration

Required Qualifications

• 3+ years of experience in developing and managing knowledge management programs in customer-facing technical teams
• Active KCS v6 Practices Certification with a strong understanding of KCS principles
• Deep knowledge of knowledge management best practices and content lifecycle management
• Solid understanding of technical support operations and enterprise software concepts
• Experience with KM tools like ServiceNow, Salesforce, or Confluence, and familiarity with AI integration in KM