1. Job Summary

HR Service Jobs is seeking a detail-oriented and highly organized Knowledge Management Specialist – Support Content Organization to develop, maintain, and improve the knowledge resources used by customer support teams and internal business departments. This role is ideal for a professional who enjoys organizing information, creating transparent documentation, improving content accessibility, and helping teams find accurate answers quickly. The successful candidate will be responsible for structuring support documentation, maintaining knowledge bases, reviewing existing content, and ensuring that articles, FAQs, troubleshooting guides, standard operating procedures (SOPs), and internal reference materials remain accurate, consistent, and easy to understand. Working closely with customer support representatives, subject matter experts, product teams, technical specialists, and other stakeholders, the Knowledge Management Specialist will identify documentation gaps, improve content organization, and establish effective information management practices. The role will also contribute to continuous improvement by analyzing content performance, gathering user feedback, and recommending changes that enhance the overall support experience. The ideal candidate should possess excellent written communication skills, strong attention to detail, analytical thinking, and an interest in knowledge management systems and digital content organization. Candidates who are eager to learn, improve business processes, and support collaborative knowledge-sharing initiatives are encouraged to apply.

2. Key Responsibilities

- Knowledge Base Management: Create, organize, update, and maintain centralized knowledge repositories containing customer support articles,



internal documentation, FAQs, product guides, troubleshooting instructions, and operational procedures.
- Support Content Organization: Develop logical content structures, categories, tags, metadata standards, and naming conventions to make information easier to locate and maintain.
- Content Creation and Editing: Write, review, and refine support documentation using clear, concise, professional language that meets the needs of its intended audience.
- Documentation Accuracy: Verify information with relevant subject matter experts and ensure that published materials reflect current product features, policies, workflows, and support procedures.
- Content Auditing: Conduct regular reviews of existing documentation to identify outdated information, duplicate articles, broken links, inconsistent terminology, and missing resources.
- Information Architecture: Establish and maintain organized navigation structures, content hierarchies, cross-references, and article relationships to improve knowledge discovery.
- Search Optimization: Improve article titles, keywords, tags, summaries, and formatting to help users find relevant information through internal search tools.
- Stakeholder Collaboration: Work with customer service teams, technical support specialists, product managers, trainers,



and operational departments to collect knowledge and convert it into practical documentation.
- Knowledge Gap Identification: Analyze recurring support questions, customer feedback, and employee requests to identify missing or unclear documentation.
- Content Standardization: Develop templates, writing guidelines, formatting rules, and documentation standards to ensure consistency across the knowledge base.
- Version Control: Maintain appropriate version histories, review dates, ownership details, and approval records for knowledge articles and procedural documents.
- Workflow Coordination: Track documentation requests, assign content owners where appropriate, monitor review deadlines, and coordinate publication and approval processes.
- Performance Monitoring: Review available content metrics, such as article views, search terms, failed searches, feedback ratings, and support-ticket trends, to evaluate content effectiveness.
- Continuous Improvement: Recommend improvements to knowledge management workflows, documentation tools, and information-sharing practices.
- Training and Knowledge Sharing: Help support teams understand how to access, contribute to, and maintain the knowledge repository effectively.
- Confidentiality and Compliance: Follow organizational policies for information security, data protection, access permissions, and the handling of confidential business information.

3. Required Skills and Qualifications

- A bachelors degree or diploma in English, Communications, Information Management, Library Science, Business Administration, Information Technology, Technical Writing, or a related field is preferred.
- Excellent written English, grammar, spelling, punctuation, and editing skills.
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📌 Knowledge Management Specialist (Prince George)
🏢 HR Service Jobs
📍 Prince George