Knowledge Management Specialist

Job Description

Responsibilities

• Leverage GenAI tools to author, edit, and publish high-quality knowledge articles, troubleshooting documents, FAQs, and SOPs for Deltek products.
• Apply KCS (Knowledge-Centered Service) v6 methodology to capture, structure, and continuously improve knowledge assets.
• Leverage GenAI tools (Claude, ChatGPT, Copilot, etc.) to automate bulk content creation, generate first drafts, and accelerate article production at scale.
• Transform complex support case resolutions, SME inputs, and product documentation into clear, customer-friendly knowledge articles.
• Meet and consistently deliver against monthly and quarterly content creation targets.
  AI-Powered Content Gap Analysis
• Use GenAI tools to analyze user search query data and Coveo search analytics to identify content gaps topics users are searching for but finding no or poor results on.
• Analyze support case data to identify recurring issues, undocumented resolutions, and emerging product pain points that require new knowledge content.
• Produce regular content gap reports and prioritize article creation backlog in collaboration with management.
• With guidance, develop familiarity with Delteks product lifecycle stages to recognize when recurring case patterns or heavily-used workarounds may signal opportunities beyond content creation flagging trends to management that may warrant documentation team engagement or product feedback rather than additional knowledge articles.
  Collaboration & Stakeholder Engagement
• Partner closely with Support SMEs and Team Managers to extract tacit knowledge, validate technical accuracy, and obtain article approvals.
• Work with the Coveo SME and technical team to ensure content is optimized for search relevance, metadata tagging, and discoverability.
• Participate in KM related team meetings, content sprints, and knowledge quality review cycles.
  Content Quality & Governance
• Ensure all published content adheres to Delteks KM style guide, tone, formatting standards, and article templates.
• Perform periodic audits of existing knowledge base content to flag outdated, redundant, or inaccurate articles for revision.

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