Knowledge Management Program Lead

Acara Solutions, Inc.; Fremont (CA); On-site; USD 65,000 - 90,000; Full time

Job summary

Acara Solutions, Inc. in Fremont, CA is seeking a Knowledge Management (KM) Administrator to support day-to-day operations, governance, reporting, and continuous improvement of enterprise knowledge management services.

You will manage knowledge systems, support users, maintain content quality, oversee access controls, and develop analytics that enhance customer support and self-service experiences. This role offers collaboration with cross-functional teams and the opportunity to contribute to

Qualifications

• Bachelor's degree with 2+ years of related experience or equivalent.
• 2+ years in knowledge management, program administration, project coordination, content management, customer support operations, or related business functions.
• 2+ years of experience managing requests, documentation, workflows, or business processes.
• Experience using Microsoft Office applications including Excel, Word, PowerPoint, Outlook, and Teams.
• Experience developing reports, dashboards, or analytics using Power BI.
• Experience utilizing Microsoft Copilot or comparable AI-enabled productivity tools.
• Strong organizational skills and attention to detail.
• Excellent written and verbal communication skills.
• Ability to work independently while effectively collaborating with cross-functional teams.

Responsibilities

• Manage shared support inboxes and service requests.
• Respond to internal and external inquiries within established SLAs.
• Administer users, permissions, roles, and access controls for knowledge management systems.
• Perform quality assurance reviews to ensure content accuracy, completeness, and compliance.
• Coordinate and support content translation activities.
• Document operational procedures and maintain support process documentation.
• Ensure adherence to established business processes and identify process improvement opportunities.
• Build, curate, organize, and maintain knowledge base content that supports self-service and agentic support capabilities.
• Develop dashboards, reports, and analytics that measure user engagement, content effectiveness, knowledge adoption, and operational performance.
• Utilize Power BI and other reporting tools to provide actionable business insights.
• Support continuous improvement initiatives focused on efficiency, quality, and user experience.
• Leverage AI-enabled tools such as Microsoft Copilot to improve workflows, knowledge management processes, and support effectiveness.

Skills

Power BI reporting

Knowledge management

Documentation

Cross-functional collaboration

Communication

Education

Bachelor's degree

Tools

Power BI

CMS

Microsoft Copilot

Job description

Acara Solutions, Inc. in Fremont, CA is seeking a Knowledge Management (KM) Administrator to support day-to-day operations, governance, reporting, and continuous improvement of enterprise knowledge management services.

You will manage knowledge systems, support users, maintain content quality, oversee access controls, and develop analytics that enhance customer support and self-service experiences. This role offers collaboration with cross-functional teams and the opportunity to contribute to