Remote Knowledge Management Architect

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

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.