Knowledge Based Specialist

Position Summary:

Our partner, a technology-led manufacturer operating at a national scale, is adding a Knowledge Base Analyst to bring structure, accuracy, and scalability to its internal technical support knowledge. The goal is to consolidate internal content into a single, reliable source within Salesforce so Tech Support agents can resolve customer issues faster and more consistently. As the Analyst, you’ll play a key role in organizing content, identifying gaps across multiple systems, and ensuring every troubleshooting guide and SOP is clear, searchable, and reliable. Expect to audit scattered resources, design a scalable structure, and turn tribal know-how into step-by-step guidance that actually helps during live support calls. This is a hands-on knowledge management and content operations role built to directly improve agent response time, customer satisfaction, and operational efficiency.

Experience and Education:

• BS in Computer Science, Information Systems, Technical Communication, or equivalent experience/field
• Background in knowledge management, content operations, or instructional design for technical products and hardware troubleshooting
• Success managing a support knowledge base inside Salesforce Knowledge or a comparable KMS
• Experience consolidating fragmented content from tools like Confluence, Jira, shared drives, and PDFs into a governed repository
• Cross-functional work with Support, Product, Engineering, and Training to capture processes and document changes
• Be able to capture measurable wins such as improving searchability, time to answer, or first contact resolution through content quality and structure
• Exposure to AI-assisted knowledge workflows, such as recommended articles or agent assist a plus

Skills and Strengths:

• Salesforce Knowledge
• Knowledge management
• Content governance
• Gap analysis
• Process mapping
• SOP writing
• Troubleshooting guides
• Taxonomy design
• Metadata management
• Content lifecycle management
• Search optimization
• Version control
• Stakeholder interviews
• Confluence
• Jira
• Learning management systems
• Technical editing
• Analytics and KPIs
• AI enablement

Primary Job Responsibilities:

• Own the internal knowledge base in Salesforce Knowledge and make it the single source of truth for agents
• Audit current articles across Salesforce, Confluence, Jira, and PDFs, and lead the migration plan to Salesforce
• Define article templates, taxonomy, metadata, and review workflows to keep content current and consistent
• Conduct knowledge audits and gap assessments tied to top call drivers and failure modes in the field
• Translate SME input into stepwise diagnostics, decision trees, and resolution flows that work during live calls
• Build and maintain SOPs and troubleshooting playbooks mapped to real symptoms, diagnostics, and fixes
• Partner with Technical Training to align onboarding and refreshers with the knowledge base content
• Collaborate with Product and Engineering to document new features and changes ahead of release
• Instrument usage analytics, search terms, and deflection metrics to guide backlog and improvements
• Pilot AI-assisted article surfacing and drafting workflows to improve content velocity and agent experience
• Establish versioning, approvals, and sunset rules to remove stale or conflicting guidance
• Create simple visuals where needed to clarify wiring, sequences, or controller states
• Maintain a prioritized content roadmap focused on impact to handle time and first contact resolution
• Provide enablement sessions for agents and supervisors on finding and using content effectively