Key Responsibilities and Required Skills for Knowledge Coordinator Assistant

🎯 Role Definition

The Knowledge Coordinator Assistant supports an organization's knowledge management program by creating, curating, tagging, and governing internal and external knowledge assets. This role drives knowledge base quality, searchability, and adoption through content lifecycle management, taxonomy and metadata enforcement, analytics-driven improvements, and cross-functional collaboration with subject-matter experts, support, product, and engineering teams. Ideal candidates have practical experience with knowledge base platforms (Confluence, SharePoint, Zendesk, Salesforce Knowledge), basic analytics and reporting, and strong written communication skills to produce clear, searchable, and consistent documentation.

📈 Career Progression

Typical Career Path

Entry Point From:

Customer Support Representative or Technical Support Agent with documentation experience
Junior Knowledge Analyst / Documentation Specialist
Content Coordinator or Administrative Assistant supporting KM initiatives

Advancement To:

Knowledge Coordinator / Knowledge Manager
Senior Knowledge Analyst or Documentation Manager
Knowledge Operations Lead or Customer Support Operations Manager

Lateral Moves:

Content Strategist / Technical Writer
UX Writer or Information Architect
Customer Success Manager or Training Specialist

Core Responsibilities

Primary Functions

Oversee day-to-day maintenance of the company's knowledge base (Confluence, SharePoint, Zendesk, Salesforce Knowledge), ensuring articles are accurate, up-to-date, and optimized for search, relevance, and user experience.
Create, edit, and publish technical and procedural articles, FAQs, step-by-step guides, and troubleshooting documentation that adhere to established templates, style guides, and SEO/search best practices.
Implement and maintain taxonomy, tagging schemes, and metadata standards across knowledge assets to improve discoverability, filtering, and search precision for internal and external users.
Conduct regular content audits and gap analyses to identify outdated, redundant, or missing documentation; develop prioritized remediation plans and coordinate updates with subject-matter experts.
Monitor knowledge base search analytics (search queries, zero results, click-through rates) and user feedback to surface high-impact content improvements and reduce time-to-resolution for support teams.
Coordinate knowledge review and approval workflows, scheduling periodic reviews with product, engineering, and support SMEs to validate technical accuracy and compliance.
Enforce content governance, including version control, archival policies, access permissions, and lifecycle management to maintain content integrity and compliance with regulatory or security requirements.
Facilitate the migration and consolidation of content between knowledge platforms (e.g., migrating Confluence pages to Zendesk Guide or Salesforce Knowledge) while preserving links, metadata, and SEO.
Create and maintain article templates, style guides, snippets, and best-practice examples to standardize content quality and reduce editorial overhead for contributors.
Support Knowledge-Centered Service (KCS) or similar KM frameworks by documenting KCS workflows, coaching contributors, and tracking adoption metrics to improve knowledge capture and reuse.
Triage and respond to contributor and stakeholder requests for content changes, providing coaching and editorial guidance to non-writer SMEs to speed content production.
Run recurring training sessions, documentation clinics, and onboarding workshops for new hires and existing staff on KM tools, content standards, and proper article creation techniques.
Collaborate with product, engineering, and support leadership to align knowledge priorities with product roadmaps, release notes, and support SLAs to anticipate documentation needs for new features and incidents.
Design and implement feedback loops between support agents, product teams, and content owners to ensure user-reported gaps are captured and resolved in a timely manner.
Maintain dashboards and monthly reports showing knowledge base health metrics (article quality scores, deflection rate, article usage, search performance) and present findings to stakeholders.
Manage content localization workflows and coordinate translations or regional content variations, ensuring consistency of core information and metadata across locales.
Create and maintain issue-tracking processes for documentation bugs, inaccuracies, and legal or compliance flags, escalating high-severity items when necessary.
Support the creation and curation of multimedia knowledge assets (screenshots, annotated images, short video walkthroughs), and ensure multimedia follows accessibility and performance best practices.
Perform light data analysis using Excel, SQL, or BI tools (Tableau, Power BI, Google Data Studio) to analyze search trends, article performance, and user engagement metrics to guide content strategy.
Conduct competitive and industry research to inform knowledge base structure, common question coverage, and improved taxonomy based on customer search behavior and market standards.
Coordinate cross-functional projects to introduce new KM tooling, plugins (search enhancements, AI assistants), and automations (templating, content aging) and assist in UAT and rollout activities.
Maintain and administer user roles, permissions, and space structure in KM platforms, ensuring secure and appropriate access for contributors and readers.
Draft and maintain policies that govern contributor responsibilities, SLAs for content updates, and escalation pathways for knowledge gaps affecting customer experience or compliance.
Pilot and evaluate AI-assisted knowledge generation and summarization tools, ensuring quality controls, verification steps, and ethical usage aligned with company policy.

Secondary Functions

Support ad-hoc data requests and exploratory data analysis.
Contribute to the organization's data strategy and roadmap.
Collaborate with business units to translate data needs into engineering requirements.
Participate in sprint planning and agile ceremonies within the data engineering team.
Assist with onboarding materials and training content for support and product teams.
Help manage internal communication related to knowledge updates, release notes, and documentation change logs.
Provide backup support for customer-facing knowledge requests during peak periods or incidents.

Required Skills & Competencies

Hard Skills (Technical)

Knowledge base platforms: hands-on experience with Atlassian Confluence, Zendesk / Zendesk Guide, Salesforce Knowledge, SharePoint, Notion, Document360, or Guru.
Taxonomy & metadata management: designing and enforcing tagging schemes, categories, metadata fields, and content models for discoverability.
Search and analytics: proficiency with search analytics, Google Analytics/GTM for KB, Zendesk Explore, or platform-native reporting; ability to interpret search queries, zero-result trends, and content engagement metrics.
Content authoring & editing: strong technical writing skills, experience creating structured articles, templates, and multimedia assets; familiarity with Markdown, rich text editors, and basic HTML/CSS for formatting.
Tools & integrations: experience with Jira, Slack, Google Workspace, Microsoft 365, and integrations between KM and ticketing systems (Zendesk, ServiceNow, Salesforce).
Data literacy: intermediate Excel (pivot tables, VLOOKUP), basic SQL for ad hoc queries, and familiarity with BI tools like Tableau or Power BI to build dashboards.
KM frameworks: practical understanding of Knowledge-Centered Service (KCS), information architecture principles, and content lifecycle management.
CMS and version control: experience managing page versions, permissions, and content migrations across platforms.
Localization & accessibility: knowledge of content localization processes and web accessibility basics (WCAG) to ensure inclusive documentation.
Automation and scripting (optional but preferred): familiarity with simple automation tools (Zapier, Workato) or scripting in Python for routine data transformations and content migrations.

Soft Skills

Clear written and verbal communication, able to translate technical concepts into user-friendly documentation targeted at diverse audiences.
Strong stakeholder management and cross-functional collaboration skills; comfortable facilitating reviews and consensus between product, engineering, and support SMEs.
Attention to detail and a systematic approach to quality assurance, editing, and metadata accuracy.
Analytical mindset with the ability to use data to prioritize content work and measure impact.
Time management and prioritization skills to balance routine maintenance with project-based content efforts.
Empathy for users and support agents; user-centered thinking to design help articles that reduce friction and drive self-service.
Training and coaching aptitude to elevate contributor skills and encourage adherence to KM best practices.
Adaptability and comfort working in agile environments with frequent product changes and new tooling.
Problem-solving orientation with proactive identification of content gaps and escalation when documentation issues affect customers.
Project coordination and basic project management capabilities to run small to medium knowledge initiatives.

Education & Experience

Educational Background

Minimum Education:

Associate degree or equivalent practical experience in documentation, customer support, library science, communications, or related fields.

Preferred Education:

Bachelor's degree in Information Science, Library & Information Studies, Technical Communication, Computer Science, Business Administration, or a related discipline.

Relevant Fields of Study:

Information Science / Library Science
Technical Communication / Journalism
Computer Science / Information Technology
Business Administration / Operations
Human-Computer Interaction / UX Design

Experience Requirements

Typical Experience Range: 1–3 years of hands-on experience in knowledge management, technical writing, customer support documentation, or content operations.

Preferred: 2–5 years with demonstrated experience managing knowledge bases, implementing taxonomy/metadata, driving content governance, and using analytics to improve self-service and KB performance. Experience with enterprise KM platforms (Confluence, Zendesk, Salesforce Knowledge) and familiarity with KCS or similar frameworks is highly desirable.