Knowledge Management Specialist (IGT1)

About the role:

The Knowledge Management Specialist is responsible for maintaining, organizing, and improving the company’s internal and external knowledge resources. This role supports the Knowledge Management Lead/Manager by ensuring that knowledge articles, process documentation, onboarding content, FAQs, release notes, and technical documentation are accurate, up to date, easy to find, and aligned with company standards.

The role works closely with Product, Engineering, Customer Success, Support, and Operations teams to capture knowledge, update documentation, reduce duplicate inquiries, and improve employee and customer self-service.

Key Responsibilities:

• Maintain and update the internal knowledge base across platforms such as Confluence, Jira, SharePoint, or similar tools.
• Create, edit, and organize knowledge articles, process documents, FAQs, troubleshooting guides, onboarding materials, and user-facing support content.
• Support content audits by identifying outdated, duplicate, incomplete, or low-usage articles and recommending improvements.
• Apply agreed taxonomy, tagging standards, naming conventions, and content templates to ensure knowledge is structured and searchable.
• Work with Product and Engineering teams to document release notes, product updates, technical workflows, integration details, and internal procedures.
• Collaborate with Customer Success and Support teams to maintain help center articles and reduce repetitive customer or internal inquiries.
• Assist in building role-specific onboarding knowledge paths for new employees.
• Track basic content performance metrics such as article views, feedback ratings, outdated content, search gaps, and frequently asked questions.
• Use AI tools responsibly to improve drafting, editing, summarizing, categorizing, and optimizing documentation.
• Maintain documentation quality by ensuring clarity, consistency, accessibility, and alignment with governance standards.
• Perform other knowledge management and documentation-related duties as required.

Required Skills & Experience:

Education: Bachelor’s degree in Information Management, Information Science, Library Science, Communications, Business Administration, IT, or a related discipline.

Experience:

2–4 years of experience in one or more of the following areas:

• Knowledge management
• Technical writing
• Content management
• Documentation management
• Customer support documentation
• Process documentation
• SaaS/product documentation

Skills and Competencies:

• Strong written and verbal communication skills.
• Ability to simplify complex technical or operational information.
• Experience using Confluence, SharePoint, Jira, help center platforms, or similar tools.
• Understanding of content organization, tagging, templates, and document lifecycle management.
• Good attention to detail and ability to maintain content accuracy.
• Ability to work with multiple stakeholders across technical and non-technical teams.
• Basic understanding of analytics or reporting related to content usage.
• Willingness to use AI tools for documentation support, summarization, content improvement, and productivity.

Preferred Qualifications

• Experience in SaaS, technology, healthcare technology, or software product environments.
• Exposure to technical documentation or API/product documentation.
• Familiarity with healthcare data standards such as HL7, FHIR, or EDI would be an added advantage.
• Experience with AI-assisted documentation workflows.

We champion flexibility and hybrid work options to support varying lifestyles and personal needs. At the same time, we value the power of in-person collaboration to build community, spark innovation, and strengthen connections. Our approach ensures you can work in ways that suit you best while still engaging with colleagues to share ideas and grow together. #LI-Hybrid #LI-DNP