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 plusSkills 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 enablementPrimary 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