Knowledge Management Analyst II

Svitla Systems, Inc.; Northern (KY); Hybrid; USD 55,000 - 83,000; Full time

Benefits offered by this job

Bonuses for article writing

Remote or office work

Free tech webinars

Job summary

Svitla Systems Inc. is seeking a Knowledge Management Analyst II for a full-time, 3-month engagement (40 hours/week) in the USA. You will author and publish 50+ knowledge base articles, implement a governance framework, and develop templates for sustainable content operations.

You will collaborate with HR SMEs to ensure accuracy and scalability, while enabling AI-assisted search readiness. Ideal candidates excel at technical writing, content governance, and independent work, with experience in

Qualifications

• 2+ years writing in enterprise knowledge bases or content platforms.
• Intermediate ServiceNow Knowledge Management with hands-on authoring.
• Strong technical writing translating complex processes into clear content.
• Experience implementing governance: review cycles, approvals, version control.
• Ability to work independently and manage high-volume content production.
• Experience training others on new processes or tools.
• Proficiency with MS Word and Excel for documentation and tracking.

Responsibilities

• Author and publish 50+ knowledge base articles on priority HR topics.
• Apply taxonomy and article structure for consistent findability.
• Draft a source-of-truth map for content locations and duplication.
• Partner with HR SMEs to validate content before publication.
• Deliver initial SOP articles to validate authoring approach.
• Maintain and update published content throughout engagement.
• Create templates and a style guide for future contributors.
• Implement governance for policy creation, review, renewal with ownership, cadence, and version control.
• Establish an auditable approval workflow for policy changes.
• Stand up content standards to support AI-assisted search.
• Apply updated policy process to priority policies due for review.
• Train the team to own policy governance after engagement.
• Track governance health and suggest improvements.

Skills

Technical writing

Content governance

Independent work

Training others

Tools

ServiceNow Knowledge Management

Confluence

SharePoint

Microsoft Word

Microsoft Excel

Job description

Svitla Systems Inc. is looking for a Knowledge Management Analyst II for a full-time, 3-month engagement (40 hours per week) in the USA. Our client is a software company that sells customer experience and call center technology to mid-sized and large businesses, selling both cloud-based and hybrid cloud software.

Requirements

• 2+ years of experience authoring content in an enterprise knowledge base or content management platform (e.g., ServiceNow Knowledge Management, Confluence, SharePoint).
• Intermediate-level proficiency with ServiceNow Knowledge Management, with hands-on experience as an author or contributor.
• Strong technical writing skills, with the ability to translate complex or ambiguous process information into clear, structured, user-facing content.
• Experience implementing or managing governance processes, such as review cycles, approval workflows, or version control, in a content or documentation context.
• Demonstrated ability to work independently, manage a high-volume content production schedule, and meet milestone deadlines with minimal oversight.
• Experience training or coaching others on a new process or tool.
• Proficiency with Microsoft Office (Word, Excel) for documentation and tracking.

Will be a plus

• Experience with policy management, compliance documentation, or regulatory content processes.
• Background in HR operations, HR shared services, or human capital management systems.
• Familiarity with metadata, taxonomy, and content lifecycle management.
• Familiarity with preparing content for AI-assisted search or retrieval, including structuring and tagging content for machine readability.

Responsibilities

• Author and publish 50+ knowledge base articles covering priority HR topics, consolidating source material currently scattered across multiple systems and formats.
• Apply an established taxonomy and article structure so content is consistently organized and easy to locate.
• Draft an initial source-of-truth map identifying where priority content currently lives and where duplication or fragmentation exists.
• Partner with HR process owners and subject matter experts to validate content accuracy prior to publication.
• Deliver an initial set of standard operating procedure (SOP) articles early in the engagement to validate the authoring approach before scaling up to full production volume.
• Own ongoing maintenance and updates of published content for the duration of the engagement.
• Create reusable templates and a style guide so future contributors can maintain consistency after the engagement ends.
• Implement a governed process for policy creation, review, and renewal, including ownership assignment, review cadence, and version control.
• Stand up an approval workflow so policy changes move through a consistent, auditable review and sign-off path.
• Implement content and formatting standards for policies, including tagging and structuring content to support future AI-assisted search and retrieval.
• Apply the updated policy process to priority policies that are due for review or renewal during the engagement.
• Train and onboard the team that will own and run the policy governance process after the engagement ends, and provide reference guides and walkthroughs.
• Track governance health (e.g., missing owners, overdue reviews, incomplete metadata) and recommend practical improvements.

We offer

• US and EU projects based on advanced technologies.
• Competitive compensation based on skills and experience.
• Flexibility in workspace, either remote or our welcoming office.
• Bonuses for article writing, public talks, and other activities.
• Free tech webinars and meetups organized by Svitla.
• Regular corporate online activities.
• Awesome team, friendly and supportive community!

Why join Svitla

Svitla Systems is a global digital solutions company headquartered in the U.S. and operating across the Americas, Europe, Asia, and APAC. Since 2003, we have served a wide range of clients - from innovative start-ups to Fortune 500 companies. Our success is built on partnership. By integrating seamlessly with clients' teams, we create lasting collaborations that drive real results. We are strong advocates of workplace flexibility, remote culture, individual approach to professional and personal growth.

Our global mission is to build a business that contributes to wellbeing of our partners, personnel, and their families, improves our communities, and makes a lasting difference in the world. Together, we are coding a brighter tomorrow - and living it.