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Key Responsibilities and Required Skills for Knowledge Supervisor Assistant

💰 $ - $

🎯 Role Definition

The Knowledge Supervisor Assistant supports the Knowledge Management (KM) function by maintaining and improving knowledge bases, curating content, enforcing taxonomy and metadata standards, supporting KM processes and governance, and assisting supervisors in driving knowledge initiatives across the organization. This role combines content operations, quality assurance, stakeholder liaison, analytics and training to ensure timely, accurate, and discoverable knowledge assets that improve employee productivity and customer outcomes.

📈 Career Progression

Typical Career Path

Entry Point From:

  • Knowledge Management Coordinator / Specialist
  • Content Specialist / Technical Writer
  • Customer Support Analyst or L2 Support Technician

Advancement To:

  • Knowledge Supervisor / Knowledge Manager
  • Senior Knowledge Analyst / KM Lead
  • Documentation Manager or Content Operations Manager

Lateral Moves:

  • Information Architect
  • Content Strategist
  • Service Desk or Customer Success Team Lead

Core Responsibilities

Primary Functions

  • Lead the daily operational management of the corporate knowledge base, including content creation, updates, deprecation, and archival — ensuring articles meet style, accuracy, and usability standards across Confluence, SharePoint, Zendesk Guide or equivalent KM platforms.
  • Architect and enforce taxonomy, metadata schemas, tagging standards and content classification rules to improve search relevance and content discovery across enterprise search, intranet, and customer-facing portals.
  • Perform regular content audits and gap analyses to identify out-of-date, duplicate or missing knowledge assets; implement remediation plans and track progress through to completion.
  • Partner with subject matter experts (SMEs), support engineers, product managers and legal/compliance teams to validate technical accuracy, regulatory compliance and risk mitigation in knowledge content.
  • Oversee and execute a content governance program including editorial processes, version control, publication workflows, approval gates and role-based access controls to preserve content integrity.
  • Apply knowledge search analytics, usage metrics and user feedback to optimize content titles, summaries, synonyms and related articles; produce weekly/monthly performance reports and actionable recommendations.
  • Train, mentor and coach frontline authors, agents and SME contributors on writing best practices, knowledge standards, templates, and use of the KM system; build training materials and hold recurring workshops.
  • Configure knowledge platform features (macros, templates, categories, workflow rules) and coordinate with IT/Platform teams for enhancements, integrations and troubleshooting.
  • Manage content lifecycle processes from intake to retirement including ticketing intake, prioritization, scheduling, and communication with stakeholders to meet SLAs.
  • Design and run QA checks, peer reviews and content validation sprints to ensure new and updated articles meet measurable quality criteria and comply with editorial guidelines.
  • Maintain taxonomy and content maps that support cross-functional navigation, facilitating effective linking between product docs, procedures, troubleshooting guides, and policy pages.
  • Support knowledge-driven automation initiatives such as chatbot/content linking, AI-assisted summarization, and conversational assistants by providing high-quality, structured source content and mapping intents.
  • Create and maintain searchable FAQs, quick reference guides and one-pagers tailored for specific roles, channels (phone, chat, self-service) and customer segments.
  • Coordinate change management communications around knowledge base updates, service outages, product releases and policy changes; ensure stakeholders are informed of new or revised guidance.
  • Facilitate content migration projects and continuous improvement programs when upgrading KM platforms or consolidating multiple information repositories into a single source of truth.
  • Monitor compliance, retention and records management policies within the knowledge base; support audits and remedial actions for regulatory, privacy or contractual requirements.
  • Establish and monitor key performance indicators (KPIs) such as article usefulness, deflection rates, time-to-publish, search success and contributor engagement; report insights to KM leadership.
  • Assist in vendor selection, SLA negotiation and relationship management for third-party knowledge platforms, search providers, and indexing tools.
  • Execute user research and usability testing sessions to refine article structure, microcopy, navigation, and search filters to maximize findability and adoption.
  • Act as escalation point for complex content issues, high-impact knowledge errors, and cross-functional disputes over content ownership or technical accuracy.
  • Document and continuously refine KM processes, runbooks, and contributor playbooks to scale knowledge operations and reduce single points of failure.
  • Support multilingual content workflows and localization coordination, ensuring translated articles align with source content structure and taxonomy.

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 basic content troubleshooting and triage of knowledge system incidents reported by users.
  • Provide day-to-day administrative support to the Knowledge Supervisor, including status tracking, meeting coordination, and stakeholder follow-ups.
  • Help maintain contributor rosters, user permissions, and onboarding/offboarding procedures for knowledge platform users.
  • Compile weekly knowledge highlights and key updates for internal newsletters or leadership dashboards.

Required Skills & Competencies

Hard Skills (Technical)

  • Knowledge Management Platforms: hands-on experience with Confluence, SharePoint, Zendesk Guide, ServiceNow Knowledge, Guru or similar KM/CMS systems.
  • Taxonomy & Metadata Design: ability to create and maintain category hierarchies, tagging taxonomies, metadata fields, and content classification schemas.
  • Search Optimization: experience tuning enterprise search relevance, synonyms, filters, facets, and analytics to improve findability.
  • Content Authoring & Editing: strong technical writing skills, familiarity with Markdown/HTML, templates, and structured content authoring best practices.
  • Analytics & Reporting: proficiency with Google Analytics (for portals), platform analytics, Excel, and BI tools (Power BI, Tableau) to track knowledge KPIs and produce reports.
  • Workflow & Governance Tools: experience with workflow engines, approval workflows, ticketing systems (Jira, ServiceNow) and content lifecycle management.
  • Data Literacy: ability to interpret usage metrics, convert analytics into actionable insights, and run A/B tests or experiments on content impact.
  • Search & Indexing Technologies: basic understanding of search architectures (Elasticsearch, Solr) and how indexing settings impact content discoverability.
  • AI & Automation Familiarity: practical knowledge of chatbot content integration, intent mapping, LLM-assisted summarization, or knowledge connectors to virtual agents.
  • Records & Compliance: knowledge of retention policies, access controls, information security basics and audit support for regulated environments.
  • Localization & Translation Workflows: familiarity with content localization processes, translation tools (e.g., CAT tools) and managing multilingual KBs.
  • Basic Code Literacy: comfort with light HTML/CSS, regex, and template editing when required to improve article presentation or platform templates.

Soft Skills

  • Excellent written and verbal communication tailored to technical and non-technical audiences.
  • Strong stakeholder management and cross-functional collaboration skills.
  • Attention to detail with a quality-first mindset for content accuracy and consistency.
  • Analytical problem solving and a data-driven approach to continuous improvement.
  • Project and time management skills: able to juggle multiple priorities and deliver on deadlines.
  • Coaching and facilitation skills for teaching authors and running contributor workshops.
  • Change management and organizational influence to drive adoption of knowledge practices.
  • Empathy and user-centric thinking to create usable, concise and helpful content.
  • Critical thinking and editorial judgment to balance speed-to-publish with content quality.
  • Adaptability and a growth mindset to learn new platforms, tools and AI capabilities.

Education & Experience

Educational Background

Minimum Education:

  • Associate degree or equivalent practical experience in Information Management, Communications, Library Science, IT, or a related field.

Preferred Education:

  • Bachelor’s degree in Information Science, Technical Communication, Library & Information Science, Computer Science, Business Administration, or similar.
  • Certifications such as Certified Knowledge Manager (CKM), ITIL Foundation, Content Strategy / UX writing certificates or vendor-specific platform certifications (Confluence, ServiceNow, Zendesk).

Relevant Fields of Study:

  • Information Science / Knowledge Management
  • Technical Communication / Journalism
  • Computer Science / Information Technology
  • Library & Archival Studies
  • Business Administration / Project Management

Experience Requirements

Typical Experience Range: 2–5 years in knowledge management, documentation, technical writing or related roles; or equivalent experience in support, customer success, or content operations.

Preferred: 3–7 years of progressive experience managing knowledge repositories, implementing taxonomy and governance programs, and supporting cross-functional KM initiatives in medium-to-large organizations. Experience with enterprise KM platforms, analytics-driven optimization and collaboration with product/support teams is strongly preferred.

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