Knowledge Specialist I

About the role

You will draft, review, and publish end-user communications and maintain knowledge content to support IT service management and user self-service.

Responsibilities

• Draft, review, and publish end-user communications (email, intranet/portal posts, banners, service notifications, FAQs) for incidents, planned outages, maintenance windows, migrations, policy/process updates, and new features.
• Ensure communications meet defined standards for clarity, readability, tone, inclusivity, and accessibility; tailor messaging by audience, region/site, and support channel where required.
• Validate technical accuracy by partnering with SMEs; confirm scope, impact, timelines, and expected user actions before release.
• Maintain and promote knowledge content for both end-user visibility and internal support systems, including how-to articles, troubleshooting guides, known error articles, and process documentation.
• Coordinate periodic knowledge reviews with content owners/SMEs; track review cycles, updates, and retirements to reduce stale content and duplicate articles.
• Improve findability and usability of knowledge by applying consistent titles, keywords/tags, categorization, templates, screenshots/steps, and plain-language rewrites suitable for self-service.
• Drive 'shift-left' outcomes by identifying opportunities to convert internal support knowledge into end-user self-service and virtual agent-ready content.
• Assist with training and enablement for service desk and support teams on new/updated knowledge, communication playbooks, and customer-impact messaging.
• Collaborate with virtual agent / automation teams to create, review, and test conversational content (intents, answers, decision trees, escalation triggers) that reduce contact volume and improve resolution time.
• Support communications and knowledge needs for EUS initiatives (e.g., tool changes, endpoint deployments, collaboration platform changes) by creating campaign-style content and adoption guidance.
• Monitor feedback and performance indicators (e.g., article views, deflection, search terms, ticket drivers, communications engagement) and recommend improvements.
• Maintain an editorial calendar and change communications pipeline; manage approvals and publishing timelines to align with operational readiness.
• Ensure communications and knowledge adhere to security, privacy, and compliance requirements (e.g., no sensitive data in articles; correct handling of screenshots/logs).

Requirements

• Associate's Degree in Communications, Technical Writing, Information Systems, Business, Applied Science, or related field, or equivalent practical experience.
• 3+ years of experience in IT communications, technical writing, knowledge management, service management, or a similar end-user support environment.
• Demonstrated ability to draft and edit clear end-user-facing content from technical inputs (incidents/changes/release notes) and to tailor messaging to different audiences.
• Experience maintaining knowledge articles for self-service and for internal support use (knowledge bases, intranet portals, or service management platforms).
• Working knowledge of IT service management concepts (incident, request, problem, change) and how communications and knowledge support operational processes.
• Strong collaboration skills with SMEs and cross-functional partners; ability to manage competing priorities and meet deadlines during high-urgency events.
• Excellent written and verbal communication skills; strong attention to detail, proofreading, and version control.
• Proficiency with common productivity tools (e.g., Microsoft 365) and content publishing workflows.

Preferred Qualifications

• Experience supporting 'shift-left' initiatives (self-service, automation, virtual agents, deflection, knowledge-centered service).
• Familiarity with ServiceNow (or similar platforms) for knowledge, service portal content, and communications/notifications.
• Experience writing for global audiences, including working with translation workflows and regional variations.
• Basic understanding of endpoint computing and collaboration tooling (e.g., Windows, Microsoft Teams, Outlook, VPN, printing) and the user impact of changes.
• Experience creating simple training/enablement materials (job aids, quick reference guides, short videos/scripts, or live training support for service desks).
• Analytics and continuous improvement mindset; experience using engagement data and search insights to refine content.

Skills

• Plain-language writing and editing (ability to translate technical steps into user-friendly guidance).
• Knowledge governance (ownership, review cadence, quality standards, and lifecycle management).
• Stakeholder management and facilitation with technical and non-technical audiences.
• Content design and information architecture (templates, headings, scannability, and search optimization).
• Operational discipline (intake, prioritization, approvals, publishing, and post-release follow-up).
• Customer experience mindset and continuous improvement.
• Comfort operating in fast-changing environments, including incident communications and tight deadlines.

Schedule

Primarily remote work with standard business hours; may require schedule flexibility to support major incidents, after-hours maintenance, or high-impact releases. Frequent collaboration with global teams across time zones. May require occasional onsite attendance for key events, trainings, or stakeholder sessions (role dependent).