Knowledge Specialist I - IT Communications & Knowledge

Stefanini, Inc; Auburn Hills (MI); On-site; USD 65,000 - 95,000; Full time

Job summary

Stefanini, Inc. seeks a Knowledge Specialist I to craft end-user communications and publish knowledge articles for incidents, outages, maintenance, migrations, and new features.

You will ensure clarity, accessibility, and consistency, tailoring messages by audience and channel, and validating content with SMEs. This role emphasizes self-service content, knowledge governance, and collaboration with global teams.

Qualifications

• Associate's degree or equivalent practical experience in a related field.
• 3+ years in IT communications, technical writing, knowledge management, or similar end-user support.
• Ability to draft and edit clear end-user content from technical inputs and tailor messaging.

Responsibilities

• Draft, review, and publish end-user communications for incidents, outages, maintenance windows, migrations, and feature releases.
• Ensure clarity, readability, tone, inclusivity, and accessibility; tailor messaging by audience and channel.
• Validate technical accuracy with SMEs; confirm scope, impact, timelines, and user actions.
• Maintain and promote knowledge content for end-users and internal support systems.
• Coordinate knowledge reviews; track updates and retirements to minimize duplicates.
• Improve findability with consistent titles, keywords, categorization, and templates.
• Support shift-left by converting knowledge to self-service and automation-ready content.
• Assist in training for service desk teams on new or updated knowledge and playbooks.
• Collaborate with automation teams to test content for conversational interfaces.
• Monitor feedback and metrics; suggest improvements; manage editorial calendar and publishing timelines.
• Ensure compliance with security and privacy; avoid sensitive data in articles.

Skills

Plain-language writing

Knowledge governance

Stakeholder management

Content design

Operational discipline

Customer experience mindset

Collaboration with SMEs

Microsoft 365

ServiceNow familiarity

Education

Associate's Degree in Communications, Technical Writing, Information Systems, Business, Applied Science, or related field

Tools

Microsoft 365

ServiceNow

Job description

Stefanini, Inc. seeks a Knowledge Specialist I to craft end-user communications and publish knowledge articles for incidents, outages, maintenance, migrations, and new features.

You will ensure clarity, accessibility, and consistency, tailoring messages by audience and channel, and validating content with SMEs. This role emphasizes self-service content, knowledge governance, and collaboration with global teams.