Technical Knowledge Manager

Technical Knowledge Manager Job Description

Location: Remote
Job Type: Full-time

The Technical Knowledge Manager will play a pivotal role in building, managing, and optimizing the organization’s knowledge base and practices to ensure answers and resolutions are captured in real time, structured, and published to optimize self-service, accelerate internal product training, and improve the customer support experience. A core responsibility will include leading Knowledge-Centered Service (KCS) adoption, managing change processes, and developing a sustainable program to promote a culture of knowledge sharing. This role focuses on creating, maintaining, and continuously improving the technical knowledge management strategy, including documentation, training materials, and internal knowledge-sharing processes.

Responsibilities:

KCS Program and Change Management

• 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.

Knowledge Base Management

• 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.

Content Creation and Curation

• 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.

Process Improvement and Best Practices

• 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.

Tool Management and Implementation

• 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.

Customer and Employee Feedback Loop

• 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.

Qualifications:

• 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.

Preferred Qualifications:

• Knowledge of software development processes and technical support operations.
• Experience with analytics tools to evaluate content performance and user behavior.
• Project management skills, including the ability to lead initiatives and manage timelines effectively.

Why Join Us?

As a Technical Knowledge Manager, you will be instrumental in transforming our approach to knowledge management through the implementation of a KCS program. This role offers the unique opportunity to shape how knowledge is captured, shared, and leveraged across our organization to deliver an exceptional customer experience. We offer competitive salaries, a collaborative work culture, and opportunities for professional growth in a fast-paced, innovative environment.