Knowledge Management Specialist – Support Content Organization

HR Service Jobs; Prince George; Ibrido; CAD 55.000 - 85.000; Tempo pieno

Descrizione del lavoro

HR Service Jobs is seeking a Knowledge Management Specialist to organize and improve knowledge resources for customer support and internal teams. The role focuses on structuring documentation, auditing content, and ensuring accuracy and accessibility across articles, FAQs, and SOPs.

Collaborate with support, product, and operations to identify gaps, implement templates and standards, and monitor content performance to drive continuous improvements.

Competenze

• Bachelor's degree or diploma in a relevant field preferred.
• Excellent written English, grammar, spelling, punctuation, and editing skills.
• Strong organizational abilities with high attention to detail.
• Ability to transform complex information into clear, structured documentation.
• Familiarity with knowledge bases, document management systems, or internal wikis.

Mansioni

• Create, organize, update, and maintain centralized knowledge repositories including articles, FAQs, and SOPs.
• Develop logical content structures, metadata standards, and naming conventions.

Conoscenze

Documentation

Editing

Content org

Knowledge bases

Communication

Formazione

Bachelor's degree or diploma

Strumenti

Confluence

SharePoint

Zendesk Guide

Notion

Descrizione del lavoro

1. Job Summary

HR Service Jobs is seeking a detail-oriented and highly organized Knowledge Management Specialist – Support Content Organization to develop, maintain, and improve the knowledge resources used by customer support teams and internal business departments. This role is ideal for a professional who enjoys organizing information, creating clear documentation, improving content accessibility, and helping teams find accurate answers quickly. The successful candidate will be responsible for structuring support documentation, maintaining knowledge bases, reviewing existing content, and ensuring that articles, FAQs, troubleshooting guides, standard operating procedures (SOPs), and internal reference materials remain accurate, consistent, and easy to understand. Working closely with customer support representatives, subject matter experts, product teams, technical specialists, and other stakeholders, the Knowledge Management Specialist will identify documentation gaps, improve content organization, and establish effective information management practices. The role will also contribute to continuous improvement by analyzing content performance, gathering user feedback, and recommending changes that enhance the overall support experience. The ideal candidate should possess excellent written communication skills, strong attention to detail, analytical thinking, and an interest in knowledge management systems and digital content organization. Candidates who are eager to learn, improve business processes, and support collaborative knowledge-sharing initiatives are encouraged to apply.

2. Key Responsibilities

• Knowledge Base Management: Create, organize, update, and maintain centralized knowledge repositories containing customer support articles, internal documentation, FAQs, product guides, troubleshooting instructions, and operational procedures.
• Support Content Organization: Develop logical content structures, categories, tags, metadata standards, and naming conventions to make information easier to locate and maintain.
• Content Creation and Editing: Write, review, and refine support documentation using clear, concise, professional language that meets the needs of its intended audience.
• Documentation Accuracy: Verify information with relevant subject matter experts and ensure that published materials reflect current product features, policies, workflows, and support procedures.
• Content Auditing: Conduct regular reviews of existing documentation to identify outdated information, duplicate articles, broken links, inconsistent terminology, and missing resources.
• Information Architecture: Establish and maintain organized navigation structures, content hierarchies, cross-references, and article relationships to improve knowledge discovery.
• Search Optimization: Improve article titles, keywords, tags, summaries, and formatting to help users find relevant information through internal search tools.
• Stakeholder Collaboration: Work with customer service teams, technical support specialists, product managers, trainers, and operational departments to collect knowledge and convert it into practical documentation.
• Knowledge Gap Identification: Analyze recurring support questions, customer feedback, and employee requests to identify missing or unclear documentation.
• Content Standardization: Develop templates, writing guidelines, formatting rules, and documentation standards to ensure consistency across the knowledge base.
• Version Control: Maintain appropriate version histories, review dates, ownership details, and approval records for knowledge articles and procedural documents.
• Workflow Coordination: Track documentation requests, assign content owners where appropriate, monitor review deadlines, and coordinate publication and approval processes.
• Performance Monitoring: Review available content metrics, such as article views, search terms, failed searches, feedback ratings, and support-ticket trends, to evaluate content effectiveness.
• Continuous Improvement: Recommend improvements to knowledge management workflows, documentation tools, and information-sharing practices.
• Training and Knowledge Sharing: Help support teams understand how to access, contribute to, and maintain the knowledge repository effectively.
• Confidentiality and Compliance: Follow organizational policies for information security, data protection, access permissions, and the handling of confidential business information.

3. Required Skills and Qualifications

• A bachelors degree or diploma in English, Communications, Information Management, Library Science, Business Administration, Information Technology, Technical Writing, or a related field is preferred.
• Excellent written English, grammar, spelling, punctuation, and editing skills.
• Strong organizational abilities and an exceptional eye for detail.
• Ability to transform complex information into clear, structured, user-friendly documentation.
• Familiarity with knowledge bases, document management systems, content management platforms, or internal wikis.
• Understanding of content categorization, tagging, metadata, version control, and document lifecycle management.
• Good research skills and the ability to gather information from multiple sources.
• Strong analytical and problem-solving abilities.
• Proficiency in Microsoft Word, Excel, PowerPoint, Google Docs, Google Sheets, and related productivity tools.
• Ability to manage multiple documentation requests and prioritize tasks according to deadlines and business requirements.
• Strong communication and interpersonal skills for working with different departments.
• Ability to work independently while contributing effectively to a collaborative team.
• Willingness to learn new digital tools, content management technologies, and knowledge-sharing methodologies.
• A responsible approach to handling confidential information and maintaining documentation quality.
• Candidates with relevant practical skills, writing samples, academic projects, internships, or transferable administrative experience are encouraged to apply.

4. Experience

Experience requirements will depend on the level of the position and the organizations operational needs.

Entry-Level Candidates: Fresh graduates and candidates with limited professional experience may be considered if they demonstrate strong writing, research, organization, and computer skills. Experience gained through internships, academic documentation projects, content writing, or administrative assignments can be valuable.

Experienced Candidates: Candidates with approximately one to three years of experience in knowledge management, technical writing, content editing, customer support documentation, information management, or business operations may be well suited to the role.

Relevant experience may include:

• Creating and maintaining knowledge base articles and FAQs.
• Organizing digital documents and shared information repositories.
• Editing and proofreading internal or customer-facing content.
• Maintaining standard operating procedures and process documentation.
• Using collaboration platforms, document management systems, or help center software.
• Reviewing documentation quality and implementing content improvements.
• Coordinating with subject matter experts to validate technical or operational information.
• Experience with platforms such as Confluence, SharePoint, Zendesk Guide, Notion, or similar tools is an advantage but is not mandatory for candidates who can demonstrate the ability to learn new systems.

5. Working Hours

The working arrangement and schedule will be confirmed during the recruitment process.

Employment Type: Full-time, subject to the advertised vacancy.

Working Arrangement: Remote, hybrid, or office-based, depending on the positions approved requirements.

Typical Schedule: Approximately 40 hours per week for a full-time role, with exact working days and daily hours confirmed by the employer.

Flexibility: Some flexibility may be available to support collaboration across departments and time zones.

Meetings: Employees may participate in team meetings, content reviews, documentation planning sessions, and stakeholder discussions.

Deadlines: The role requires effective time management to meet publishing schedules, review cycles, and business priorities.

Applicants should confirm the actual work location, schedule, employment terms, and any remote-work eligibility requirements with the recruiting team.

6. Knowledge, Skills and Abilities

Knowledge Management Principles

Understanding of how organizations capture, structure, store, maintain, and share information. The ability to recognize the importance of accurate documentation, knowledge retention, and consistent content governance.

Content Structuring and Information Organization

Ability to organize large volumes of information into meaningful categories, logical hierarchies, searchable topics, and user-friendly navigation structures.

Technical and Business Writing

Ability to produce clear, concise, and consistent documentation for different audiences, including customer support agents, internal employees, and end users.

Research and Verification

Ability to collect information from reliable internal sources, consult subject matter experts, identify inconsistencies, and verify content before publication.

Digital Literacy

Confidence using word-processing applications, spreadsheets, collaboration platforms, online repositories, and knowledge management tools. Ability to learn unfamiliar software with appropriate training.

Quality Assurance

Ability to proofread content, check links, verify formatting, identify duplicate information, and ensure compliance with established documentation standards.

Analytical Thinking

Ability to interpret content feedback, identify recurring questions, recognize documentation gaps, and recommend practical improvements based on available evidence.

Communication and Collaboration

Ability to communicate professionally with colleagues, ask relevant questions, incorporate feedback, and work effectively with teams across different business functions.

Planning and Prioritization

Ability to coordinate multiple assignments, maintain review schedules, monitor progress, and deliver high-quality work within agreed timelines.

Adaptability and Continuous Learning

Willingness to learn new products, processes, technologies, and content management practices while responding constructively to changing business requirements.

Confidentiality and Professionalism

Ability to handle internal information responsibly, follow access controls, protect sensitive data, and maintain appropriate professional standards.

7. Benefits

HR Service Jobs may offer a range of employment benefits depending on the specific vacancy, employment agreement, location, and applicable company policies.

Potential benefits may include:

• Competitive compensation aligned with experience, qualifications, and role responsibilities.
• Opportunities to develop knowledge management, technical writing, and information organization skills.
• Professional learning resources and relevant on-the-job training.
• Exposure to digital documentation tools and cross-functional business processes.
• Opportunities to contribute ideas that improve employee productivity and customer support quality.
• Collaborative working relationships with customer service, technology, product, and operations teams.
• Potential remote or hybrid working options where available and approved.
• Opportunities to take on additional responsibilities as skills and experience develop.
• Recognition for documentation quality, process improvements, and successful knowledge-sharing initiatives.
• Opportunities to progress into senior knowledge management, documentation, content operations, or business process roles.
• Specific salary details, paid leave, insurance, equipment allowances, bonuses, and other benefits should be confirmed in the official job advertisement or written employment offer. These benefits should not be assumed unless explicitly provided by the employer.

8. Why Join HR Service Jobs?

Joining HR Service Jobs in the Knowledge Management Specialist – Support Content Organization role offers an opportunity to contribute to the way business information is organized, maintained, and shared.

Make Information More Accessible: Help employees and support teams locate reliable answers quickly by building a well-structured and easy-to-navigate knowledge repository.

Develop Valuable Professional Skills: Strengthen your abilities in technical writing, editing, information architecture, content governance, and digital knowledge management.

Contribute to Operational Efficiency: Help reduce duplicated work, improve documentation consistency, and support more efficient customer service and internal operations.

Collaborate Across Departments: Gain exposure to different business functions by working with subject matter experts, support professionals, and operational teams.

Build a Career in Knowledge Management: Develop experience that can support future opportunities in knowledge operations, technical communication, documentation management, content strategy, and business process improvement.

Bring Ideas to the Table: Contribute practical suggestions for improving content quality, searchability, documentation standards, and information-sharing workflows.

Support Continuous Learning: Develop the ability to work with evolving tools, processes, and knowledge management practices in a changing business environment.

This position is particularly suitable for candidates who enjoy organizing information, writing clear instructions, solving information-related problems, and making knowledge easier for others to use.