Knowledge Management & AI-Driven Support Architect

Russell Tobin; Fremont (CA); On-site; USD 77,000 - 129,000; Full time

Benefits offered by this job

Healthcare coverage

Dental coverage

Vision coverage

401(k) retirement savings

Life & disability insurance

Employee assistance program

Legal support

Auto insurance

Home insurance

Pet insurance

Employee discounts

Job summary

Pride Global seeks a Knowledge Management Administrator to support the day-to-day operation, governance, administration, and continuous improvement of knowledge management services. This role will manage requests, knowledge-base content, user administration and access controls, and develop reporting and analytics.

Responsibilities include building Power BI dashboards, driving data-driven improvements, collaborating across teams, and enhancing self-service and AI-assisted support.

Qualifications

• Bachelor’s degree with 2+ years of related experience, advanced degree, or equivalent combination of education and experience.
• Strong attention to detail and organizational skills.
• Ability to work independently, take initiative, and meet deadlines.
• Strong written and verbal communication skills.
• Ability to define problems, perform analysis, and drive solutions.
• Proficiency with Microsoft Office.
• Experience developing/specifying Power BI reports and dashboards.
• Experience using AI productivity tools such as Microsoft Copilot.

Responsibilities

• Manage shared inboxes, requests, and support activities while meeting established service-level commitments.
• Perform quality assurance, user administration, access management, and content translation.
• Document support processes, maintain SOPs, and ensure teams follow established procedures.
• Monitor process effectiveness and drive continuous improvement initiatives.
• Build, curate, and maintain accurate, searchable, and current knowledge-base content.
• Support self-service and AI/agentic support experiences through effective knowledge management.
• Develop and maintain Power BI reports, dashboards, and analytics to measure performance, user behavior, knowledge gaps, and value delivery.
• Analyze data and provide actionable insights to management.
• Collaborate cross-functionally with internal teams and stakeholders.
• Identify and resolve operational issues while improving overall support quality and user satisfaction.

Skills

Attention to detail

Independent work

Communication skills

Problem solving

Microsoft Office

Power BI reporting

AI productivity tools

Process improvement

Education

Bachelor’s degree with 2+ years of related experience

Tools

CMS

PLM systems

Power BI

Copilot / AI tools

Job description

Pride Global seeks a Knowledge Management Administrator to support the day-to-day operation, governance, administration, and continuous improvement of knowledge management services. This role will manage requests, knowledge-base content, user administration and access controls, and develop reporting and analytics.

Responsibilities include building Power BI dashboards, driving data-driven improvements, collaborating across teams, and enhancing self-service and AI-assisted support.