Knowledge Management Analyst

Applicantz; Fremont (CA); Hybrid; USD 70,000 - 100,000; Full time

Job summary

Applicantz is seeking a Knowledge Management Administrator in a hybrid role based in Fremont, CA. You will support governance, continuous improvement, and day-to-day KM operations within Customer Support, enabling self-service and agent-assisted support.

You will build dashboards, manage content quality, translations, and access controls while collaborating with multiple teams to enhance processes and user experiences.

Qualifications

• Bachelor’s degree or higher or equivalent work experience.
• Experience creating Power BI reports and dashboards.
• Proficiency with MS Office and cross-functional collaboration.

Responsibilities

• Manage knowledge content and governance to ensure accuracy.
• Develop dashboards and analytics to measure user engagement and support effectiveness.
• Coordinate content translations and access controls.
• Support daily KM operations and administer users/roles.
• Identify process improvements and document procedures.
• Ensure adherence to business processes and quality standards.

Skills

Power BI reports

AI tools (Co-Pilot)

MS Office

Attention to detail

Cross-functional work

Problem solving

Independent worker

Communication skills

Education

Bachelor’s degree or higher

Job description

Hybrid job in Fremont (ZIP 94538). Regular shift: M-F, 8 to 5 PM

We are looking for a Knowledge Management (KM) Administrator to support the day-to-day operation, support, governance, and continuous improvement of knowledge management services and processes within the Customer Support Business Group.

Roles and Responsibilities:

• Manage shared support inboxes and service requests.
• Respond to internal and external inquiries within committed service levels.
• Perform quality assurance reviews and maintain content accuracy.
• Administer users, roles, permissions, and access controls.
• Coordinate and manage content translations as required.
• Verify adherence to business processes and identify improvement opportunities.
• Document support procedures and ensure compliance across support teams.
• Build, maintain, and optimize knowledge bases to enable self-service and agentic support capabilities.
• Develop dashboards, reports, and analytics to measure user engagement, value realization, and support effectiveness.
• Monitor support performance metrics and recommend operational improvements.
• Drive continuous improvement initiatives that enhance knowledge management services, processes, and user experiences.

Skills Required:

• Ability to develop / specify reports in Power BI
• Use of AI tools (Co-Pilot)
• Minimum of 2 years of related experience with a Bachelor’s degree; or an advanced degree without experience; or equivalent work experience.
• MS Office
• Strong attention to detail.
• Ability to work effectively cross-functionally.
• Ability to define and resolve problems.
• Ability to work independently and meet deadlines.
• Strong communication skills with team members and stakeholders.