Process Improvement Specialist

TEKsystems; Warren (MI); Remote; USD 55,000 - 69,000; Part time

Benefits offered by this job

Medical, dental & vision

401(k) Retirement Plan

Time Off

Job summary

TEKsystems is seeking a contract Knowledge Management lead to design, build, and govern a centralized knowledge ecosystem for Sales, Care, Installation, Product, and Engineering. You will author SOPs, create troubleshooting guides, and develop guided workflows to improve agent efficiency and customer experiences.

Responsibilities include governance, cross-functional collaboration, and translating insights into a prioritized knowledge roadmap.

Qualifications

• 5+ years of experience in technical writing, knowledge management, documentation, or content operations.
• Proven experience building or restructuring a knowledge base or documentation system from the ground up.
• Strong SOP and technical writing skills to translate complex processes into usable content.
• Experience with knowledge base or documentation platforms; Confluence preferred.
• Familiarity with Salesforce, Microsoft 365, Google Workspace, and/or contact center platforms.
• Ability to work cross-functionally with Sales, Care, Installation, Product, Digital, Engineering, and vendor teams.
• Strong organizational skills and end-to-end system ownership.
• Experience designing decision trees or guided workflows for support use cases.
• Experience using customer feedback or operational data to prioritize content improvements.
• Experience supporting product launches, change management, training, or communications.

Responsibilities

• Design, build, and maintain a centralized knowledge ecosystem for multiple internal teams.
• Write, edit, and maintain SOPs and troubleshooting guides in a clear, searchable format.
• Build decision trees and guided workflows within the knowledge base.
• Establish governance for SOPs with ownership, review cycles, and quality standards.
• Collaborate with SMEs across departments to validate and translate knowledge content.
• Audit documentation to remove gaps and duplicates and create a single source of truth.
• Translate insights into a prioritized knowledge roadmap to improve CX metrics.
• Partner with teams to reuse knowledge for customer-facing FAQs and proactive communications.

Skills

Program management

Process improvement

Process engineering

Project management

Business analysis

Tools

Salesforce

Confluence

Microsoft 365

Google Workspace

NiCE

Job description

Description

KEY RESPONSIBILITIES

Design, build, and maintain a centralized knowledge ecosystem serving Sales, Customer Care, Installation, Product, Technical Support, and other internal stakeholders, with Care advisors as the primary users.

Write, edit, and maintain SOPs, technical documentation, troubleshooting guides, and customer-support content in a clear, consistent, searchable, and accessible format.

Build decision trees and guided workflows within the knowledge base to help advisors navigate troubleshooting and call-handling scenarios step by step.

Establish and operate a formal review and governance process for all SOPs and documentation, including scheduled review cycles, ownership assignments, quality standards, and a clear path for editing, retiring, or removing outdated content.

Partner with subject matter experts across Sales, Care, Installation, Product, Digital, Engineering, and vendor organizations to capture, validate, and translate complex knowledge into usable content.

Audit existing documentation across the client, identify gaps and duplication, and consolidate content into a coherent single source of truth.

Translate VOC, CSAT, contact-reason, and other customer and operational insights into a prioritized knowledge roadmap, focusing first on high-volume, high-friction journeys to improve customer experience, wait times, and resolution times.

Partner with Customer Experience Transformation to ensure knowledge assets support end-to-end journey designs and reduce avoidable contacts.

Partner with Digital and Product teams to reuse internal knowledge for customer-facing FAQs, web and app help, and proactive communications that reduce call volume and promote consistent answers.

Own knowledge readiness for new product launches and major changes, including \"what changed\" summaries, short guides for advisors, and coordination with Training and Communications.

Establish a playbook for updating knowledge in lock-step with product, policy, and system changes so advisors and vendor partners never work from outdated information.

Define and track content health and business-impact metrics, including accuracy, freshness, usage, findability, CSAT, first-contact resolution, handle time, wait time, escalations, and re-contacts.

Build the framework for secure, structured knowledge-sharing integrations with external vendor partners, including access, permissions, content exchange, and alignment on governance standards.

Train and enable support staff and vendor partners on how to use, search, apply, and contribute to the knowledge base.

Evaluate and recommend knowledge management tools and platforms as the system scales, working within our existing stack (Salesforce, Confluence, Microsoft 365, Google Workspace, NiCE).

Skills

• Program management
• Process improvement
• Process engineering
• Project management
• Business analysis

Top Skills Details

• Program management
• Process improvement
• Process engineering

Additional Skills & Qualifications

5+ years of experience in technical writing, knowledge management, documentation, or content operations, ideally supporting a customer or technical support organization.

Proven experience building or significantly restructuring a knowledge base or documentation system from the ground up.

Strong SOP and technical writing skills, with the ability to translate complex processes into clear, usable content for different audiences.

Experience with knowledge base or documentation platforms; direct experience with Confluence strongly preferred.

Familiarity with Salesforce, Microsoft 365, Google Workspace, and/or contact center platforms.

Ability to work cross-functionally with Sales, Care, Installation, Product, Digital, Engineering, Customer Experience, and vendor teams to gather and validate information.

Strong organizational skills and comfort owning a system end-to-end with minimal oversight.

Experience designing decision trees, guided workflows, or other structured content for support or call center use cases.

Experience using customer feedback, contact drivers, or operational data to prioritize content and process improvements.

Experience supporting product launches, change management, training, or communications in a fast-changing environment.

PREFERRED

Experience in energy, automotive, EV charging, or a related technical industry.

Experience managing external vendor or partner documentation relationships.

Familiarity with content governance, taxonomy design, information architecture, or knowledge-centered service practices.

Experience with AI-assisted documentation tools or search.

Familiarity with NiCE or other contact center and telephony platforms.

Experience Level

Expert Level

Job Type & Location

This is a Contract position based out of Warren, MI.

Pay and Benefits

The pay range for this position is $40.00 - $50.00/hr.

Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:

• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan
• Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)

Application Deadline

This position is anticipated to close on Nov 18, 2026.

Workplace Type

This is a fully remote position.

About TEKsystems

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

About TEKsystems and TEKsystems Global Services

We're a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We're a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We're strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We're building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

San Francisco Fair Chance Ordinance: Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.

Massachusetts Lie Detector: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Use of Artificial Intelligence (AI): We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.