Job Description The Knowledge Management Specialist is responsible for the creation, curation, governance, and optimization of support and product knowledge assets across the organization. This role ensures internal teams and external customers have timely access to accurate, relevant, and actionable knowledge through various delivery channels including portals, help centers, and AI-driven tools. The Knowledge Management Specialist leverages advanced technologies, including generative AI, to automate article creation and improve knowledge findability and reuse. This role also prepares and structures knowledge content to optimize interactive AI engagement with support agents and customer community members, ensuring consistent, personalized, and intelligent support experiences. Required Skills and Qualifications - Maintain a high-quality, searchable knowledge base by authoring, curating, and publishing articles across products, features, and support scenarios. - Collaborate with Support, Product, and Engineering teams to translate complex concepts into clear, customer-friendly documentation. - Use AI technologies to generate initial drafts of knowledge articles from product updates, support cases, training materials, and subject matter expert inputs. - Design and structure knowledge for conversational AI and virtual agents, including metadata tagging, FAQ optimization, and dialog-ready formatting. - Develop knowledge readiness strategies to support AI-led agent assist and community self-service, ensuring content is optimized for both internal and external consumption. - Define and enforce governance policies for article lifecycle, approval workflows, archival, and versioning. - Monitor knowledge performance metrics such as article views, deflection rates, reuse by support agents, and customer feedback to drive continuous improvement. - Provide training and onboarding on KM practices and tools to new support staff and contributors. - Partner with IT and product teams to evaluate and enhance KM systems, search capabilities, and content integrations. Benefits Proven experience in Knowledge Management, technical writing, or support content development, preferably in a SaaS or tech support environment. Proficiency with KM platforms (e.g., Salesforce Knowledge, Confluence, ServiceNow), content management systems, and AI authoring tools. Familiarity with prompt engineering and knowledge article templates. Strong analytical skills to interpret usage metrics and feedback into content improvements. Experience preparing knowledge for AI interfaces such as chatbots, virtual agents, and large language models (LLMs). Ability to manage complex inputs, coordinate with cross-functional teams, and prioritize knowledge creation initiatives based on impact. Understanding of accessibility, localization, and Search Engine Optimization principles as applied to digital content. Excellent written communication with an eye for clarity, consistency, and audience-appropriate tone.