Knowledge Based Specialist

Job Description 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