Knowledge & Training Specialist

Responsibilities

• Build and maintain Support Operations external knowledge base using KnowledgeOwl
• Document proven operational practices including Call Back Policy, TLC Process, Single Customer Critical Event, and Sales Tickets Policy before any structural changes are communicated
• Structure knowledge base content for dual use: internal engineer reference and future AI chatbot consumption
• Conduct regular reviews of KB articles for accuracy, relevance, and completeness
• Partner with Tier 1 and Tier 2 leads to identify knowledge gaps and prioritize documentation efforts
• Develop and deliver Cloud and Network training curricula for Tier 1 and Tier 2 engineers
• Cook up cross-functional Training Sessions
• Create Tier 1-to-Tier 2 advancement path curriculum including skills assessments and competency benchmarks
• Design onboarding training materials for new engineers across all tiers
• Collaborate with the Reporting Analyst to measure self-service content effectiveness and deflection rates
• Maintain version control and change history for all documented practices
• Monitor ticket patterns in partnership with the Automation Specialist to identify recurring issues suitable for documentation or automation
• Track knowledge base utilization and training completion metrics

Requirements

• Education: Bachelor’s degree in Information Technology, Technical Writing, Education, or related field; or equivalent work experience
• Experience: 3+ years of experience in technical writing, knowledge management, or IT training in a managed services or enterprise IT environment
• Skills: Proficiency with knowledge management platforms (KnowledgeOwl, Confluence, or similar); strong understanding of Managed Services delivery models and common infrastructure technologies (Windows/Linux, networking, cloud, backup/recovery); familiarity with ticketing systems (ServiceNow, ConnectWise, or similar); ability to translate complex technical processes into clear, structured documentation; excellent written communication skills with a talent for clarity and concision; strong organizational skills with ability to manage multiple documentation projects simultaneously; collaborative working style with ability to extract knowledge from subject matter experts; detail-oriented with commitment to accuracy and consistency

Qualifications

• Experience: Background in ITIL or other IT service management frameworks; experience in a DataBank or comparable MSP environment; familiarity with LMS platforms for training delivery and tracking