EZCORP · 2 weeks ago
Technical Documentation & Knowledge Manager
United States
Full-time
Remote
Mid LevelEZCORP is seeking an experienced Technical Documentation and Knowledge Manager to lead and optimize Knowledge Management and Availability Management practices. This role focuses on ensuring IT services remain highly available and that organizational knowledge is effectively captured and shared across teams.
FinanceFinancial ServicesRetail
Responsibilities
Define and improve processes for system, network, and service desk availability
Collaborate with technical teams and stakeholders to assess outage impacts
Publish monthly availability statistics and analyze incident trends
Align availability targets with SLAs and OLAs; monitor and report on performance
Maintain documentation of metrics, reports, and resolutions
Communicate expectations to business leaders and technical teams
Participate in major incident management rotation (on-call for 7 days)
Capture and document knowledge from incidents, problems, changes, and SMEs
Create and maintain knowledge articles (troubleshooting guides, FAQs, best practices)
Share knowledge across teams using platforms like wikis, intranets, and collaborative tools
Manage and maintain the Knowledge Management System (KMS) for accuracy and accessibility
Oversee the knowledge lifecycle: creation, validation, distribution, and retirement
Collaborate with ITIL processes (Incident, Problem, Change Management) to link knowledge to issues and solutions
Continuously improve knowledge processes based on feedback and usage metrics
Track effectiveness and generate reports with recommendations
Qualification
Required
Proficient in Microsoft Office Suite (Word, Excel, PowerPoint)
Strong communication skills for writing clear, user-friendly knowledge articles
Solid understanding of ITIL processes and their interactions
Analytical and organizational skills for managing large volumes of knowledge
Technical proficiency with knowledge-sharing platforms and tools
Collaboration and facilitation skills for cross-departmental engagement
Preferred
Bilingual (English/Spanish)
Associate's degree or equivalent
Benefits
Competitive Pay- We believe great work deserves great compensation
Remote Work Environment-Enjoy the balance of life by working from home
Health and Wellness-Stay healthy and supported with comprehensive benefits
Time to Recharge- Paid time off and company holidays so you can rest and recharge
Company
EZCORP
EZCorp provides pawn and consumer loan services for short-term monetary needs.
Founded in 1978
5001-10000 employees
H1B Sponsorship
EZCORP has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (3)
2024 (2)
2023 (2)
2022 (4)
2021 (3)
2020 (3)
Funding
Current Stage
Public CompanyTotal Funding
$292.5M2025-03-24Post Ipo Debt· $292.5M
1991-08-27IPO
Leadership Team
Timothy Jugmans
Chief Financial Officer
Blair Powell
Chief Customer Service Officer
Recent News
2026-01-06
2026-01-05
Company data provided by crunchbase