Knowledge Base Content Manager

Company Overview:AVASO Technology is a global leader in providing IT solutions and services, specializing in offering top-tier support and managed services. We are committed to delivering cutting-edge technology solutions to our clients worldwide. If you’re a passionate IT professional with hands-on experience in desktop support, join us at AVASO to help businesses thrive with reliable and efficient IT services.Position Overview:We are looking for a Knowledge Base Content Manager to oversee the creation, consolidation and maintenance of knowledge base content across our organisation. Based in Chennai, India, this role will design and execute a comprehensive content strategy, supervise a team of writers and editors, and ensure that documentation is accurate, concise and aligned with organizational standard. The Knowledge Base Content Manager will unify disparate knowledge bases created through acquisitions or regional implementations and support self‑service adoption by delivering high‑quality content across multiple channels.Position: Knowledge Base Content Manager (ServiceNow & Digital Knowledge Platforms)Location: Chennai, Tamil Nadu, India (Onsite)Position type: Full-TimeKey Responsibilities:- Develop and implement content strategy: Define and execute a knowledge base roadmap that supports organisational objectives, ensuring consistent tone, style and taxonomy across all articles. - Supervise content production: Work with subject‑matter experts to create, edit and maintain knowledge articles, process documentation and troubleshooting guides. Provide clear guidelines, training and mentorship to ensure high editorial standards. - Collaborate cross‑functionally: Partner with product, engineering, support, training and marketing teams to ensure that new products, updates and processes are documented effectively. Coordinate localisation efforts to support multilingual audiences. - Establish standards and governance: Create and maintain content standards, templates and taxonomies. Implement editorial workflows and governance processes to ensure accuracy, clarity and compliance with regulatory requirements. - Drive continuous improvement: Monitor knowledge base performance metrics (e.g., page views, deflection rate, first‑contact resolution, bounce rate) and use analytics to refine strategies. Gather user feedback and identify gaps to enhance content effectiveness and user satisfaction. - Champion knowledge management: Promote the knowledge base as the single source of truth across the organisation. Conduct training sessions and workshops to encourage adoption and best‑practice contributions.Required Skills & Qualifications:- Education: Bachelor’s degree in communications, English, Technical Writing, Information Science or a related field. A master’s degree or professional certification in knowledge management or technical communication is a plus. - Experience: 8–10 years of experience in knowledge management, technical writing or content development, with at least 3–4 years in a managerial or lead role. Demonstrated success building and maintaining large‑scale knowledge bases or help centers. - Writing and editing skills: Exceptional ability to translate complex technical concepts into clear, user‑friendly content. Experience with technical writing, peer reviews and editorial standards. - Knowledge management systems: Proficiency with knowledge or content management platforms such as ServiceNow Knowledge Management, Confluence, SharePoint or similar. Exposure to generative AI‑based knowledge tools is desirable. - Collaboration: Strong collaboration skills and project management, with the ability to motivate and manage cross‑functional teams. Familiarity with IT service management processes and enterprise software workflows is beneficial. - Technical writing certifications: Certifications such as Certified Knowledge Manager (CKM), Certified Professional Technical Communicator (CPTC) or ServiceNow Certified Application Developer/Implementation Specialist (Knowledge Management) are advantageous. - Experience with localisation workflows and managing translations for multilingual knowledge bases. - Familiarity with analytics tools and dashboards to track content performance and user engagement. - Exposure to AI/ML technologies for knowledge discovery, chatbots or virtual assistants. - Ability to work in a hybrid or remote environment and manage distributed teams.Why AVASO Technology?- Join a dynamic and innovative team with a global presence. - Opportunities for career growth and continuous learning. - Competitive salary and benefits package. - Work with cutting-edge technologies to shape the future of IT solutions.AVASO Technology Solutions Equal Employment Opportunity (EEO) StatementAVASO Technology Solutions (referred as “Avaso”) do not discriminate against any employee or applicant for employment on the basis of race, color, sex, creed, religion, national origin, gender, sexual orientation, age, gender identity, pregnancy, genetic information, disability, protected veteran status, or any other status protected by state or local law, and to provide equal employment opportunity. Avaso is committed to providing a work environment that is free from discrimination and harassment, and we expect all employees to conduct themselves in a manner that reflects this commitment in all employment endeavors. All employment decisions are based on qualifications, merit, and business need.How to Apply:Ready to take your career to the next level? Apply now by clicking the "Easy Apply" button or send your resume to isha.pathak@avasotech.com. (Please do mention the Location you're applying for).