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Key Responsibilities and Required Skills for Knowledge Technician Assistant

💰 $45,000 - $70,000

Knowledge ManagementTechnical SupportDocumentationContent Operations

🎯 Role Definition

The Knowledge Technician Assistant supports the creation, maintenance, governance, and continuous improvement of an organization's knowledge base and information assets. This role combines content operations, information architecture, search relevance tuning, metadata and taxonomy maintenance, and direct collaboration with support, product, and engineering teams to ensure that internal and customer-facing knowledge is accurate, discoverable and actionable. The position is execution-focused, data-driven, and requires strong documentation, CMS administration, and stakeholder communication skills.

📈 Career Progression

Typical Career Path

Entry Point From:

  • Help Desk / IT Support Technician
  • Technical Writer or Documentation Assistant
  • Customer Support Representative
  • Junior Content Specialist

Advancement To:

  • Knowledge Manager / Senior Knowledge Specialist
  • Content Operations Manager
  • Information Architect
  • Senior Technical Writer or Documentation Lead

Lateral Moves:

  • Customer Success Specialist
  • Product Support Analyst
  • Search Relevance Analyst

Core Responsibilities

Primary Functions

  • Manage daily operations of the knowledge base (internal and/or customer-facing) including creating, editing, formatting, publishing, and archiving articles in CMS platforms such as Confluence, SharePoint, Zendesk Guide, or ServiceNow; ensure content follows style guides and content governance.
  • Conduct regular audits of knowledge base content to identify outdated, duplicate, or low-quality articles and coordinate remediation efforts with subject matter experts to maintain accuracy and relevance.
  • Implement and maintain taxonomy, metadata schemas, tagging conventions, and content classification rules to improve discoverability and enable consistent search results across enterprise search platforms.
  • Perform search relevance tuning and keyword optimization for internal search engines and KB search (including synonyms, stopwords, and query expansion) to increase first-contact resolution and reduce ticket volume.
  • Create and maintain standard operating procedures (SOPs), templates, playbooks, and style guides to promote consistent content creation and publishing best practices across the organization.
  • Tag and categorize content using structured metadata and automated/AI-assisted tagging pipelines; validate machine tagging outputs and refine rules to reduce false positives and improve downstream retrieval.
  • Monitor knowledge base analytics (page views, search queries, deflection rates, feedback ratings, and resolution metrics) using tools like Google Analytics, Zendesk Insights, Power BI, or Tableau to produce actionable reports and recommendations.
  • Triage and respond to internal requests for content updates, quick fixes, or new article creation; coordinate with product, engineering, and support teams to gather accurate technical details and approvals.
  • Maintain access controls, permission groups, and content lifecycle policies in CMS platforms to protect sensitive information and support localization and multi-channel publishing.
  • Conduct content quality assurance (proofreading, fact-checking, screenshot validation, and replication of procedures) to ensure articles are accurate, reproducible, and aligned with product behavior.
  • Participate in incident or RCA (root cause analysis) postmortems to capture learnings and convert them to knowledge artifacts that reduce repeat incidents and support teams during outages.
  • Support knowledge transfer and onboarding by producing quick-start guides, FAQs, and training materials for new hires and cross-functional teams that rely on the knowledge base.
  • Coordinate localization workflows for content translation and regional variants, including tagging localized content, validating localized pages, and ensuring parity where required.
  • Facilitate and document interviews with SMEs to capture tacit knowledge, create durable documentation artifacts, and maintain versions and change history for traceability.
  • Build and maintain API-driven or automation scripts to enrich knowledge base metadata, migrate content, or integrate KB content with chatbots and virtual assistants (e.g., training content for LLMs and conversational agents).
  • Run A/B experiments on article structure, titles, and metadata to test impact on search CTRs, time-to-resolution, and user satisfaction, iterating on successful patterns.
  • Create and manage content backlog items, prioritize work with product owners and support leads, and participate in agile ceremonies to deliver incremental improvements to the knowledge ecosystem.
  • Ensure accessibility compliance and UX-friendly formatting of knowledge articles (headings, lists, alt text for images, and mobile responsiveness) so content serves diverse audiences.
  • Collect and analyze customer and agent feedback on knowledge content, synthesize trends, and recommend product, UI, or documentation changes to improve customer outcomes.
  • Maintain clear version control and archival policies for documentation artifacts, ensuring that deprecated information is properly retired and historical artifacts are retained per governance.
  • Support integration of knowledge content with CRM, ticketing systems, chatbots, and self-service portals to increase deflection and enable scalable support models.
  • Provide frontline support for knowledge-related queries and act as an escalation point for content issues or complex publishing problems.

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.

Required Skills & Competencies

Hard Skills (Technical)

  • Knowledge Management systems and best practices (knowledge lifecycle, governance, quality assurance).
  • CMS and documentation tools: Confluence, SharePoint, Zendesk Guide, ServiceNow Knowledge, HelpScout, or similar.
  • Information architecture, taxonomy design, metadata frameworks, and controlled vocabularies.
  • Search optimization for knowledge bases: relevance tuning, query analysis, synonyms, and analytics-driven improvements.
  • Basic data analysis and reporting: Excel, SQL, Power BI, Tableau, or Zendesk Insights to track KB performance and generate recommendations.
  • Familiarity with AI/LLM workflows and integrations: content tagging for model training, prompt design, and validating AI-suggested content.
  • Content automation and scripting: experience with Python, JavaScript, or automation platforms to batch update metadata, migrate content, or integrate APIs.
  • Version control and content publishing workflows (branching, approvals, rollback procedures).
  • Technical writing and structured authoring skills: ability to write step-by-step procedures, clear troubleshooting, and reproducible examples.
  • Accessibility and SEO principles for internal and customer-facing content (headings, semantic HTML, alt text, mobile/responsive formatting).
  • Ticketing and CRM integrations: experience with Zendesk, ServiceNow, Salesforce or similar for linking articles to cases and measuring deflection.
  • Localization and translation workflow management (tagging, status tracking, validation).
  • QA and usability testing for documentation (link checks, screenshot validation, process replication).

Soft Skills

  • Strong written and verbal communication with an ability to synthesize complex technical information into concise knowledge artifacts.
  • Stakeholder management and cross-functional collaboration — able to influence engineers, product managers, and support leads to prioritize documentation work.
  • Analytical mindset: comfortable turning analytics and user feedback into prioritized action items.
  • Detail-oriented with strong editorial judgment and a commitment to high-quality, reproducible documentation.
  • Time management and prioritization: balancing triage requests with strategic content improvement projects.
  • Customer-focused mindset: empathy for end users and agents who rely on accurate, timely knowledge.
  • Problem-solving orientation with an experimental approach to continuous improvement.
  • Adaptability in fast-moving environments, especially during incidents or product releases.
  • Facilitation and training skills to run knowledge-sharing sessions and onboarding.
  • Collaborative, team-first attitude with a willingness to mentor junior content contributors.

Education & Experience

Educational Background

Minimum Education:

  • Associate degree or equivalent experience in a related field (Communications, Information Science, IT, Technical Writing) or equivalent professional experience.

Preferred Education:

  • Bachelor’s degree in Information Science, Library Science, Technical Communication, Computer Science, or a related discipline.

Relevant Fields of Study:

  • Information Science / Knowledge Management
  • Technical Communication / Professional Writing
  • Computer Science / Information Systems
  • Library & Information Studies
  • Data Analytics / Business Intelligence

Experience Requirements

Typical Experience Range:

  • 1–4 years in documentation, knowledge management, technical support, or related content operations roles.

Preferred:

  • 3+ years of experience managing enterprise knowledge bases, demonstrated success improving search relevance and content deflection, and hands-on experience with at least one major KM/CMS platform (Confluence, SharePoint, Zendesk, ServiceNow). Experience with AI-assisted tagging or LLM-driven content workflows is a strong plus.
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