Knowledge Management (KM) Administrator

Russell Tobin; Fremont (CA); On-site; USD 83,000 - 85,000; Full time

Benefits offered by this job

Healthcare coverage

401(k) retirement plan

Life & disability insurance

Employee discounts

Job summary

Russell Tobin is seeking a KM Administrator in Fremont, CA for a 12-month term. The role supports knowledge management services, handles inboxes, and delivers analytics to improve user experience and content accuracy.

Primary tools include Power BI and AI-assisted workflows to enhance efficiency. Responsibilities cover governance, reporting, and content maintenance, with a strong emphasis on compliance with business processes and service levels.

Qualifications

• Minimum of 2 years of related experience with a Bachelor’s degree; or an advanced degree without experience; or equivalent work experience.
• Experience supporting knowledge management (KM) systems and processes.
• Experience creating Power BI reports and dashboards.

Responsibilities

• Manage shared support inboxes and service requests.
• Respond to internal and external inquiries within service levels.
• Perform quality assurance reviews and maintain content accuracy.
• Administer users, roles, permissions, and access controls.
• Develop dashboards, reports, and analytics to measure engagement and value realization.
• Drive continuous improvement of KM services and processes.

Skills

Power BI

AI tools

Education

Bachelor’s degree or higher

Tools

Co-Pilot

Job description

Location: Fremont, CA

Duration: 12 Months

Shift- General Shift

Pay: $60/hr-$62/hr

The Customer Support Business Group focuses on enabling our external customers with premier customer support throughout their lifecycle. We drive performance, productivity, safety, and quality of customers installed base performance and deliver service and lifecycle solutions for their most critical equipment and processes.

The Impact You’ll Make

Support for core knowledge management (KM) systems and staff to complete everyday tasks. This role is crucial to maintain superior user experience and quality of the information delivered.

What You’ll Do

The KM Administrator is responsible for the day-to-day operation, support, governance, and continuous improvement of knowledge management services and processes. This includes managing shared inboxes, responding to internal and external requests within established service level commitments, and generating reports and insights for management review. Core responsibilities include email and request management, quality assurance, user administration, access controls, content translation, and ensuring compliance with established business processes and support standards.

The role is accountable for documenting support processes, maintaining operational procedures, and ensuring that support teams consistently follow documented practices. The KM Administrator monitors process effectiveness, identifies opportunities for improvement, and drives enhancements that increase efficiency, quality, and user satisfaction.

In addition, the KM Administrator builds, curates, and maintains knowledge base content to support self-service and agentic support experiences, ensuring information is accurate, current, searchable, and aligned with business needs. The role also develops and utilizes analytics and reporting capabilities to understand user behavior, measure value delivery, identify knowledge gaps, and assess support team performance. Through data-driven insights, the KM Administrator helps optimize support operations, improve knowledge adoption, and enhance the overall user experience.

Key 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.

Who We’re Looking For:

• Minimum of 2 years of related experience with a Bachelor’s degree; or an advanced degree without experience; or equivalent work experience.

Preferred Qualifications

The ideal candidate has demonstrated a strong attention to detail, effectiveness in working cross-functionally, and an ability to define and resolve problems. They should be able to work independently to meet deadlines and communicate with team members and stakeholders effectively.

• Ability to develop / Specify reports in Power BI - required
• Use of AI tools (Co-Pilot) - required

Russell Tobin offers eligible employee’s comprehensive healthcare coverage (medical, dental, and vision plans), supplemental coverage (accident insurance, critical illness insurance and hospital indemnity), 401(k)-retirement savings, life & disability insurance, an employee assistance program, legal support, auto, home insurance, pet insurance and employee discounts with preferred vendors.

Russell Tobin is an equal opportunity employer. We do not discriminate on the basis of the race, religious creed, color, national origin, ancestry, physical disability, mental disability, reproductive health decision making, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, age, sexual orientation, veteran or military status, or any other characteristic protected by applicable federal, state, or local law.

Russell Tobin is a Fair Chance employer. We consider all qualified applicants, including those with criminal histories, in a manner consistent with applicable state and local Fair Chance laws and ordinances, including, the California Fair Chance Act and all applicable local Fair Chance ordinances.

Accommodations

We are committed to providing reasonable accommodations to applicants and employees with disabilities. If you require a reasonable accommodation to participate in the application or interview process, or to perform the essential functions of this role, please contact us.

Only applicable for San Francisco Candidates:

Under the San Francisco Lactation in the Workplace Ordinance, we will provide written notice of lactation accommodation rights, and this notice will automatically be given upon hiring, any inquiry of parental leave or lactation accommodation.