Knowledge Management Specialist

The Corporate; Fairfield (CA); On-site; USD 55,104 - 110,208; Part time

Job summary

The Corporate is seeking a Knowledge Management Specialist in Fairfield, CA to build and govern an enterprise taxonomy for NOC instructions, runbooks, and SOPs. The role focuses on scalable metadata, tagging standards, and intuitive cataloging to support time-sensitive incident response.

The ideal candidate will design classification models, align documentation with services and owners, and collaborate with SMEs to convert tribal knowledge into reusable, operator-friendly content.

Qualifications

• Bachelor’s degree or equivalent experience in a relevant field with 5+ years IT/NOC ops experience.
• Experience designing taxonomies, metadata models, catalog structures, or knowledge architectures.
• Strong understanding of NOC processes, incident management, escalation workflows, and operational response procedures.
• Experience with documentation/knowledge platforms such as ServiceNow, SharePoint, Confluence, or similar systems.
• Ability to structure complex operational information into intuitive, searchable categories.
• Excellent written communication and technical editing skills.
• Strong stakeholder management skills across operations, engineering, and service teams.

Responsibilities

• Develop and maintain enterprise taxonomy for NOC runbooks, playbooks, SOPs, and troubleshooting guides.
• Define scalable classification models with attributes like service, domain, region, tool, and ownership.
• Design folders, indexing, and cataloging structures to improve searchability and reduce time-to-find.
• Ensure all documents are tagged, categorized, and linked to services, systems, alerts, and owners.
• Establish quick-retrieval structures with keywords, synonyms, and common failure scenarios.
• Improve knowledge base usability so operators locate correct steps quickly during incidents.
• Create templates and standards for runbooks, SOPs, and escalation procedures.
• Govern content creation, review, publishing, and recertification; assign ownership across services.

Skills

Knowledge management

Taxonomy design

NOC processes

Technical writing

Stakeholder management

ServiceNow

SharePoint

Confluence

Information architecture

Education

Bachelor’s degree in Information Systems, IT, Library & Information Science, Knowledge Management, Computer Science, or related field

Tools

ServiceNow

SharePoint

Confluence

Job description

Job Title: Knowledge Management Specialist

Location: Fairfield, CA

Duration:5 Months

Notes:

Please review: Team prefers local candidate to possibly be onsite 1x a week

Kindly include your candidate’s location at the top of their resume

All candidates will work 8-5pm PST

Job Description:

• Develop and maintain the enterprise taxonomy for all NOC operational instructions, including runbooks, playbooks, SOPs, troubleshooting guides, escalation procedures, and recovery steps.
• Define a scalable classification model for documentation using attributes such as: Service / application Technology domain Alert type Incident category Severity / priority Support group / owner Escalation path Environment Region / site Tool / platform Create metadata standards, naming conventions, tagging structures, and versioning rules to improve searchability and consistency.
• Design intuitive foldering, indexing, and cataloging structures that reduce time-to-find during operational events. Knowledge Catalog Management Build and maintain a centralized catalog of NOC instructions and operational documentation.
• Ensure all documents are properly tagged, categorized, and linked to relevant services, systems, alerts, and owners.
• Establish quick-retrieval structures for frontline operators, including standardized keywords, synonyms, and common failure scenarios.
• Improve the usability of the knowledge base so operators can rapidly locate the correct response steps during time-sensitive incidents.
• Documentation Standardization Create templates and standards for runbooks, SOPs, troubleshooting guides, and escalation instructions.
• Drive consistency in how operational knowledge is written, structured, approved, and published.
• Work with SMEs to convert tribal knowledge and inconsistent documentation into clear, repeatable, operator-friendly instructions.
• Ensure content is written in a way that supports both experienced engineers and less experienced operators.
• Governance & Lifecycle Management Establish governance processes for content creation, review, approval, publishing, retirement, and periodic recertification.
• Define documentation ownership and accountability across services and operational domains.
• Monitor documentation quality, duplication, staleness, and gaps.
• Lead recurring audits to ensure instructions remain accurate and aligned with current systems, tools, and escalation models.
• Operational Integration Align the knowledge taxonomy with NOC workflows, monitoring platforms, ticketing systems, CMDB/service catalogs, and incident management processes.
• Partner with NOC leaders, service owners, and engineering teams to ensure documentation reflects actual operating procedures.
• Support integration of cataloged knowledge into operational platforms such as ServiceNow, monitoring consoles, incident response workflows, and knowledge portals.
• Help map knowledge assets to alert rationalization, event correlation, and standard response actions.
• Search, Retrieval & User Experience Improve search logic, tagging practices, and document discoverability.
• Analyze how operators search for instructions and continuously refine taxonomy to reduce retrieval time.
• Introduce user-centered improvements such as: keywords aliases symptom-based lookup service-based lookup incident-type navigation
• Track retrieval effectiveness and identify where users struggle to find the right content.
• Continuous Improvement & Metrics Define and report on KPIs such as: documentation coverage taxonomy completeness search success rate time-to-retrieve instructions percentage of documents with assigned owners recertification compliance reduction in duplicated or outdated documents Identify gaps in operational knowledge and prioritize improvements based on incident trends and NOC needs.
• Support post-incident reviews by identifying missing, outdated, or hard-to-find documentation.

Required Qualifications

• Bachelor’s degree in Information Systems, IT, Library & Information Science, Knowledge Management, Computer Science, or related field — or equivalent experience. 5 years of experience in one or more of the following: IT operations network operations NOC environments service operations knowledge management technical documentation IT service management
• Experience designing taxonomies, metadata models, catalog structures, or knowledge architectures.
• Strong understanding of NOC processes, incident management, escalation workflows, and operational response procedures.
• Experience with documentation and knowledge platforms such as ServiceNow, SharePoint, Confluence, or similar systems.
• Strong ability to structure complex operational information into intuitive, searchable categories.
• Excellent written communication and technical editing skills.
• Strong stakeholder management skills with the ability to work across operations, engineering, and service teams.