Description : Title: Knowledge Management Specialist Summary of Role 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. How You’ll Succeed -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. What You Bring -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. Who You Are Business Insight - You apply knowledge of business and the marketplace to advance the organization's goals. Communicates Effectively - You develop and deliver multi-mode communications that convey a clear understanding of the unique needs of different audiences. Manages Complexity - You make sense of complex, high quantity, and sometimes contradictory information to effectively solve problems. Plans and Aligns - Planning and prioritizing work to meet commitments aligned with organizational goals. Situational Adaptability - Adapting approach and demeanor in real time to match the shifting demands of different situations. All Company Core Competencies Customer Focus: You build strong customer relationships and deliver customer-centric solutions. Cultivates Innovation: You create new and better ways for the organization to be successful. Collaborates: You build partnerships and work collaboratively with others to meet shared objectives. Instills Trust: You gain the confidence and trust of others through honesty, integrity, and authenticity. Self-Development: You actively seek new ways to grow and be challenged using both formal and informal development channels.