Knowledge Base Manager - EU Institutions

Ayesa Digital; Brussel Hoofdstad; Hybrid; EUR 55,000 - 90,000; Full time

Benefits offered by this job

EU projects

International team

Multicultural environment

EU-wide collaboration

Job summary

Ayesa Digital is seeking an experienced Knowledge Base Manager to join its international team supporting critical business applications and digital services used by European institutions. Remote work from the European Union with occasional on-site presence in Brussels.

You will lead the knowledge base for a service desk, collaborating with analysts, developers, legal and business officers to turn technical knowledge into clear, accessible documentation for support teams and users.

Qualifications

• 5+ years IT experience with knowledge base or technical writing.
• Experience preparing troubleshooting docs, known errors and workarounds.
• Proficiency with HTML/CSS for web-based help content.
• Knowledge of ITSM modules (ServiceNow, Jira).
• Ability to document admin consoles, SQL basics or API endpoints.

Responsibilities

• Develop and maintain knowledge base articles, documenting errors, workarounds and resolutions for IT applications.
• Collaborate with legal and business officers to create internal procedures aligned with guidance.
• Harvest knowledge from tickets with analysts and developers for technical accuracy.
• Produce FAQs and guides for first and second line support.
• Manage knowledge base lifecycle, audits, archiving and version control.
• Define structure, taxonomy and search optimization.
• Monitor usage, identify gaps and propose improvements.
• Apply documentation standards, style guides and templates.

Skills

Knowledge base management

Technical writing

IT service desk

Confluence

SharePoint

ITSM (ServiceNow/Jira)

HTML/CSS

SQL basics

English/French (B2+)

Analytical thinking

Education

Master's degree (EQF Level 7)

Bachelor's degree (EQF Level 6)

Tools

Confluence

SharePoint

ITSM: ServiceNow/Jira

Job description

Every professional in our company is vital to us. Thanks to their talent, we continue to expand; today, we are a global team of over 11,000 people working toward a common goal.

Ayesa Digital is currently participating in high-impact European Union projects designed to address major European challenges and drive science and innovation. These are strategic technological projects based on collaborative initiatives that stand out for their international focus and a strong commitment to socially oriented results.

We are looking for an experienced Knowledge Base Manager to join an international environment supporting critical business applications and digital services used by European institutions and stakeholders.

Working remotely from the European Union, with occasional on-site presence in Brussels, you will lead the knowledge base of a service desk supporting complex workflow systems related to grants, experts and procurement management. Working within a multicultural environment, you will collaborate with analysts, developers, legal and business officers to turn technical knowledge into clear, accessible documentation for support teams and users.

What you'll do

• Develop and maintain knowledge base articles, documenting known errors, workarounds and resolution steps for IT application issues.


• Work closely with legal and business officers to create detailed internal procedures for handling issues in line with legal and financial guidance.


• Work with analysts and developers to harvest knowledge from tickets and impediments, ensuring technical accuracy.


• Create detailed internal procedures for the use of administrative tools (user management, database queries, backend configuration) by support teams.


• Produce technical FAQs and troubleshooting guides, converting complex bug reports into clear, web-based documentation for first and second line support.


• Manage the knowledge base lifecycle, including regular audits, archiving of obsolete workarounds, version control and integration of user feedback.


• Define and maintain the knowledge base structure, taxonomy, categorisation and search optimisation.


• Monitor usage and content KPIs, identify knowledge gaps and propose continuous improvements.


• Promote and apply documentation standards, style guides and templates to ensure consistency and quality.

What we're looking for

• University degree corresponding to Level 7 of the European Qualifications Framework (typically a Master's degree) and minimum 5 years of professional IT experience, or a university degree corresponding to Level 6 (typically a Bachelor's degree or 3 years of higher education) and minimum 7 years of professional IT experience. All university degrees are accepted, regardless of field of study.


• Proven experience as a Knowledge Base Manager, Knowledge Manager, Technical Writer or similar role in IT service desk or application support environments.


• Experience preparing troubleshooting documentation, known errors and workarounds.


• Expert proficiency with Confluence, SharePoint or ITSM knowledge modules (e.g. ServiceNow, Jira).


• Ability to understand and document the use of admin consoles, basic SQL or API endpoints in an application support context.


• Proficiency with HTML/CSS for web-based help content.


• Experience with screen recording tools to illustrate technical steps.


• Excellent writing and communication skills.


• Analytical thinking: ability to identify recurring patterns in support tickets and turn them into knowledge articles.


• Ability to quickly learn and understand complex technical concepts and processes.


• Ability to work effectively in international and multicultural environments, both in a team and autonomously.


• English or French language proficiency at B2 level or higher.

Nice to have

• Knowledge of ITIL practices (Knowledge, Incident, Problem and Change Management).


• Experience supporting grants, procurement or expert management systems.


• Experience defining knowledge base KPIs and content quality assessments.


• Previous experience working within European Institutions or large international organisations.

What We Offer:

• Prestigious projects within European institutions.


• International, innovative, and multicultural environments.


• Continuous support from a team of experts in EU projects.

If you are ambitious, enthusiastic, and seeking a new professional challenge in international projects with real-world impact, this is the place for you!

In accordance with Organic Law 3/2007 of March 22, the company is committed to promoting the defense and effective application of the principle of equality between men and women, preventing any type of labor discrimination based on sex, and guaranteeing equal entry opportunities. Furthermore, we promote diversity and reject any discrimination based on race, gender, functional diversity, religion, sexual orientation, gender identity, or any other personal or social condition, striving to build an inclusive and enriching environment.