Knowledge Management Specialist

Job Summary

The Technical Writer / Knowledge Management & Document Control Specialist is responsible for managing the organization's knowledge management lifecycle, document control processes, and electronic records management. The role ensures that company knowledge assets, policies, procedures, forms, and technical documentation are created, reviewed, approved, published, maintained, archived, and retained in accordance with organizational governance and ISO requirements.In addition to technical writing, the role serves as the organization's Knowledge Manager and Document Control Custodian (DCC), administering the corporate Knowledge Base, SharePoint repositories, document approval workflows, records retention, Power Automate solutions, and document governance processes. The position also supports cross-functional departments by providing documentation governance, automation, and ISO documentation support while ensuring that all documented information remains accurate, secure, compliant, and accessible throughout its lifecycle.

Key Responsibilities

1. Knowledge Management

• Manage the complete lifecycle of knowledge articles, including creation, review, approval, publication, maintenance, archival, retention, and retirement.
• Develop and maintain Standard Operating Procedures (SOPs), work instructions, user guides, templates, manuals, FAQs, and other technical documentation.
• Maintain article metadata, taxonomy, categorization, and information classification.
• Monitor article feedback, ratings, and quality metrics to improve documentation effectiveness.
• Ensure documentation follows established Knowledge Management governance standards.
• Create and maintain SharePoint landing pages, newsletters, announcements, and other knowledge portals.
• Manage Knowledge Base site contents, including attachments, document libraries, images, folders, and supporting resources.
• Administer user access and permissions for the Knowledge Base.

1. Technical Documentation

• Develop, revise, and maintain internal and external technical documents.
• Manage System Integration Forms and related technical documentation.
• Maintain document templates, forms, and supporting documentation.
• Ensure all documentation undergoes proper review and approval before publication.
• Maintain document version history and revision records.

1. Document Control & Records Management

• Serve as the organization's Document Control Custodian (DCC).
• Manage the corporate File Center and official document repository.
• Implement document version control and document numbering standards.
• Manage document review schedules and coordinate periodic reviews with Information Owners.
• Administer document retention, archival, and permanent disposal activities in accordance with company policies.
• Maintain audit trails for document creation, modification, storage, retrieval, and disposal.
• Support both electronic and physical records management.

1. SharePoint Administration

• Administer SharePoint Knowledge Base and document repositories.
• Manage SharePoint document libraries, permissions, lists, pages, and site contents.
• Configure repository structures and document organization.
• Troubleshoot SharePoint-related documentation issues.

1. Workflow Automation

• Develop, maintain, and troubleshoot Power Automate workflows.

• Support automation related to:

• Document approval workflows

• Knowledge article approvals

• Document code generation

• Retention period management

• Article acknowledgements

• Backup automation

• Identify opportunities for process improvement through automation.

1. Jira Administration

• Manage the Knowledge Management Jira board.
• Administer documentation requests and workflow tickets.
• Maintain request forms and ticket workflows.
• Support System Integration form management within Jira.
• Configure and maintain Jira fields, screens, workflows, and related administration as required.

1. ISO Documentation Support

• Support Quality Management System (QMS), Information Security Management System (ISMS), Business Continuity Management System (BCMS), and Occupational Health & Safety Management System (OHSMS) documentation.
• Convert existing procedures into standardized documentation.
• Ensure documented information complies with ISO requirements.
• Prepare documentation required during internal and external ISO audits.
• Maintain documentation approval history and audit evidence.

1. Governance & Compliance

• Ensure compliance with document governance policies.
• Maintain documentation standards across all departments.
• Coordinate documentation reviews with Information Owners.
• Support implementation of document governance initiatives.
• Recommend process improvements to enhance knowledge management maturity.

1. Training & Awareness

• Conduct training, awareness sessions, and presentations related to Knowledge Management and Document Control processes.
• Develop supporting training materials and user guides.
• Provide user support on documentation standards and repository usage.

1. Cross-Functional Support

• Partner with business units to document approved business processes.
• Advise Information Owners on documentation standards and governance requirements.
• Support company-wide documentation and knowledge management initiatives.
• Participate in projects requiring documentation, governance, and process improvement.

Qualifications

• Bachelor's degree in Technical Communication, Information Technology, Computer Science, Information Systems, Business Administration, Library and Information Science, or a related field.
• 3–5 years of experience in Technical Writing, Knowledge Management, Document Control, or a related role.
• Experience supporting ISO management systems is preferred.
• Experience administering SharePoint-based knowledge repositories.
• Experience developing workflow automation using Microsoft Power Automate.
• Experience using Jira and Confluence is an advantage.
• Technical Skills inMicrosoft SharePoint Administration, Power Automate, MS Office Suite, MS Word (Advanced), Jira Administration, Confluence, PDF editing tools (e.g., Wondershare PDFelement)
• Document Management Systems (DMS)
• Records Management
• Version Control
• Knowledge Management Systems
• Information Governance
• Process Documentation