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Support Knowledge Manager

7/5/2025

Remote

Job Summary

A company is looking for a Support Knowledge Manager to establish and lead the Knowledge Management program within the Technical Support organization.

Key Responsibilities
  • Develop and implement a comprehensive Knowledge Management strategy aligned with departmental and company goals
  • Oversee the knowledge content lifecycle, ensuring quality and relevance for both internal and external use
  • Collaborate with cross-functional teams to enhance customer self-service capabilities and optimize knowledge content for AI integration
Required Qualifications
  • 3+ years of experience in developing and managing knowledge management programs in customer-facing technical teams
  • Active KCS v6 Practices Certification with a strong understanding of KCS principles
  • Deep knowledge of knowledge management best practices and content lifecycle management
  • Solid understanding of technical support operations and enterprise software concepts
  • Experience with KM tools like ServiceNow, Salesforce, or Confluence, and familiarity with AI integration in KM

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