Netwrix Corporation · 14 hours ago

Technical Knowledge Manager

United States

Full-time

Remote

Mid Level

3+ years exp

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Responsibilities

Design, launch, and sustain a Knowledge-Centered Service (KCS) program across the organization, ensuring buy-in from stakeholders and alignment with company goals.

Drive organizational change management efforts for KCS adoption by communicating program benefits, success metrics, and updates regularly.

Collaborate with team leads and managers to embed KCS principles into team processes and performance reviews.

Provide training and coaching to support teams, ensuring understanding and compliance with KCS practices.

Track and report on the success of the KCS program, including self-service rates, customer satisfaction, and article reuse metrics, and adjust strategies as needed.

Develop and maintain internal and external knowledge bases, ensuring high-quality, easily accessible technical documentation.

Standardize and organize documentation for consistency and easy access, implementing taxonomy, tagging, and metadata standards.

Conduct audits and content reviews to keep knowledge resources accurate, relevant, and actionable.

Partner with product managers, developers, and support teams to create troubleshooting content to deflect support tickets and solve incidents faster.

Identify and address knowledge gaps by prioritizing content creation based on web analytics, customer feedback, and support metrics.

Oversee a consistent documentation format and process, ensuring that articles are created, reviewed, and updated systematically.

Continuously identify and implement process improvements within the knowledge management strategy, leveraging best practices from KCS and other industry standards.

Report on key performance indicators (KPIs) to track knowledge base effectiveness, such as ticket deflection rates, resolution times, and self-service success rates.

Lead initiatives to migrate acquired teams’ knowledge bases or upgrading existing content to new formats or structures when necessary.

Use tools for knowledge management, content management, task management, and other related software.

Ensure effective integration of knowledge management tools with other systems, such as Salesforce and Asana.

Coordinate with vendors and IT teams to ensure smooth operation, tool upgrades, and integration enhancements.

Develop feedback mechanisms to capture insights from internal users and customers, using the data to guide content improvement and KCS refinements.

Collaborate with support, product, and success teams to ensure the knowledge base and KCS program address evolving customer needs and common support issues.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Knowledge-Centered Service (KCS)Knowledge managementContent management systemsTechnical writingProject managementSalesforceAsanaZoomInSharePointConfluence

Required

Bachelor’s degree in a related field (e.g., Technical Writing, Information Systems, Computer Science, Knowledge Management, etc.)

3+ years of experience in knowledge management, technical writing, or content management within a software development environment.

Proven experience with Knowledge-Centered Service (KCS) methodologies, including successful change management and/or program management.

Proficiency in knowledge management and content management systems (e.g., ZoomIn, SharePoint, Confluence, or similar).

Strong written and verbal communication skills, with the ability to translate complex technical information into clear, concise, and user-friendly content.

Analytical mindset with experience tracking, reporting, and improving knowledge management and KCS metrics.