Knowledge Based Specialist

Position Summary :

Our partner, a technology-led manufacturer operating at a national scale, is adding a Knowledge Base Analyst to bring structure, accuracy, and scalability to its internal technical support knowledge. The goal is to consolidate internal content into a single, reliable source within Salesforce so Tech Support agents can resolve customer issues faster and more consistently. As the Analyst, you'll play a key role in organizing content, identifying gaps across multiple systems, and ensuring every troubleshooting guide and SOP is clear, searchable, and reliable. Expect to audit scattered resources, design a scalable structure, and turn tribal know-how into step-by-step guidance that actually helps during live support calls. This is a hands-on knowledge management and content operations role built to directly improve agent response time, customer satisfaction, and operational efficiency.

Experience and Education :

• BS in Computer Science, Information Systems, Technical Communication, or equivalent experience / field
• Background in knowledge management, content operations, or instructional design for technical products and hardware troubleshooting
• Success managing a support knowledge base inside Salesforce Knowledge or a comparable KMS
• Experience consolidating fragmented content from tools like Confluence, Jira, shared drives, and PDFs into a governed repository
• Cross-functional work with Support, Product, Engineering, and Training to capture processes and document changes
• Be able to capture measurable wins such as improving searchability, time to answer, or first contact resolution through content quality and structure
• Exposure to AI-assisted knowledge workflows, such as recommended articles or agent assist a plus

Skills and Strengths :

Primary Job Responsibilities :

Skills Required

Process Mapping, Knowledge Management, Gap Analysis, Jira, Version Control, Metadata Management, Confluence, Technical Editing