Remote Knowledge Base Lead for EU Projects

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

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.