Job
Description
Role Overview: You will be joining our partner, a technology-led manufacturer, as a Knowledge Base Analyst. Your primary responsibility will be to bring structure, accuracy, and scalability to the internal technical support knowledge base. By consolidating internal content into a single, reliable source within Salesforce, you will help Tech Support agents to resolve customer issues faster and more consistently. Your role will involve organizing content, identifying gaps across multiple systems, and ensuring that troubleshooting guides and Standard Operating Procedures (SOPs) are clear, searchable, and reliable. You can expect to audit scattered resources, design a scalable structure, and transform tribal knowledge into step-by-step guidance that aids in live support calls. This hands-on role in knowledge management and content operations aims to directly enhance agent response time, customer satisfaction, and operational efficiency. Key Responsibilities: - Own and manage the internal knowledge base in Salesforce Knowledge to serve as the primary resource for agents - Audit existing articles across various platforms like Salesforce, Confluence, Jira, and PDFs, and lead the migration plan to Salesforce - Define article templates, taxonomy, metadata, and review workflows to maintain current and consistent content - Conduct knowledge audits and gap assessments related to top call drivers and failure modes in the field - Translate Subject Matter Expert (SME) input into stepwise diagnostics, decision trees, and resolution flows for use during live support calls - Develop and update Standard Operating Procedures (SOPs) and troubleshooting playbooks aligned with real symptoms, diagnostics, and fixes - Collaborate with Technical Training to align onboarding and refresher programs with knowledge base content - Work closely with Product and Engineering teams to document new features and changes before release - Utilize usage analytics, search terms, and deflection metrics to guide backlog prioritization and improvements - Pilot AI-assisted article surfacing and drafting workflows to enhance content velocity and agent experience - Establish versioning, approvals, and sunset rules to eliminate outdated or conflicting guidance - Create visual aids as needed to clarify wiring, sequences, or controller states - Maintain a prioritized content roadmap focused on improving handling time and first contact resolution - Conduct enablement sessions for agents and supervisors on effective content discovery and usage Qualifications: - Bachelor's degree in Computer Science, Information Systems, Technical Communication, or related field - Background in knowledge management, content operations, or instructional design for technical products and hardware troubleshooting - Experience managing a support knowledge base within Salesforce Knowledge or similar Knowledge Management Systems (KMS) - Proven track record of consolidating fragmented content from tools like Confluence, Jira, shared drives, and PDFs into a centralized repository - Ability to collaborate cross-functionally with Support, Product, Engineering, and Training teams to capture processes and document changes - Proficiency in AI-assisted knowledge workflows and familiarity with tools like recommended articles or agent assist would be advantageous Role Overview: You will be joining our partner, a technology-led manufacturer, as a Knowledge Base Analyst. Your primary responsibility will be to bring structure, accuracy, and scalability to the internal technical support knowledge base. By consolidating internal content into a single, reliable source within Salesforce, you will help Tech Support agents to resolve customer issues faster and more consistently. Your role will involve organizing content, identifying gaps across multiple systems, and ensuring that troubleshooting guides and Standard Operating Procedures (SOPs) are clear, searchable, and reliable. You can expect to audit scattered resources, design a scalable structure, and transform tribal knowledge into step-by-step guidance that aids in live support calls. This hands-on role in knowledge management and content operations aims to directly enhance agent response time, customer satisfaction, and operational efficiency. Key Responsibilities: - Own and manage the internal knowledge base in Salesforce Knowledge to serve as the primary resource for agents - Audit existing articles across various platforms like Salesforce, Confluence, Jira, and PDFs, and lead the migration plan to Salesforce - Define article templates, taxonomy, metadata, and review workflows to maintain current and consistent content - Conduct knowledge audits and gap assessments related to top call drivers and failure modes in the field - Translate Subject Matter Expert (SME) input into stepwise diagnostics, decision trees, and resolution flows for use during live support calls - Develop and update Standard Operating Procedures (SOPs) and troubleshooti
