Knowledge Based Specialist

4 weeks ago

Pune Maharashtra India, Maharashtra Ranger Technical Resources Full time

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

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