Knowledge Management Writer

Job Summary

The Knowledge Management Writer is responsible for reviewing, updating, and creating high-quality knowledge articles that support internal teams and external customer self-service needs. The role ensures that all documentation adheres to organizational style, tone, and quality standards while aligning to business needs. The writer collaborates with SMEs, Legal, Communications, and Operations teams to maintain content accuracy, drive documentation improvements, and enhance the overall knowledge ecosystem.

Key Responsibilities

• Review, update, and maintain knowledge articles ensuring alignment with brand standards.
• Collaborate with SMEs, KM Analysts, and Internal Communications for accuracy and approvals.
• Provide and solicit feedback to improve documentation processes.
• Monitor documentation backlog and update workflow stages
• Review content for completeness and user requirements
• Translate technical, legal, or industry terminology into simple user-friendly language
• Coordinate with Legal for required article reviews
• Publish approved articles
• Support content filing and organization
• Maintain weekly KM reports for project check-ins
• Attend KM-related project meetings

Required for All Jobs

• Performs other duties as assigned
• Complies with all policies and standards

Qualifications

Education

• Bachelor's degree in English, Communications, or related field
• Equivalent combination of education and experience in knowledge management will be considered

Experience

• 4+ years of experience in marketing, technical writing, or corporate communications (required)
• 2+ years experience writing or managing Knowledge Base content (required)

Skill Competencies

• Outstanding written and verbal communication skills
• Strong editing and copywriting skills
• Ability to simplify and articulate complex concepts
• Effective project management and deadline management
• Proficiency with MS Office Suite and Salesforce Lightning
• Integrity, resilience, and strong ownership mindset
• Ability to adapt to a fast-paced and evolving business environment

Preferred Skills

• Experience using generative AI tools (e.g., Microsoft 365 Copilot, ChatGPT, or similar) to draft, refine, and update knowledge articles while maintaining alignment with brand, tone, and style guidelines.
• Ability to use AI to simplify complex technical, legal, or industry terminology into clear, user-friendly language.
• Skilled in using AI for content quality checks, such as clarity, completeness, grammar, consistency, metadata recommendations, and tagging suggestions.
• Experience leveraging AI to summarize SME inputs, meeting notes, and legal feedback into structured, publish-ready documentation.
• Ability to use AI-powered analytics to identify content gaps, outdated articles, and documentation trends to support continuous improvement.
• Familiarity with AI-enhanced semantic search and auto-classification tools (e.g., SharePoint Content AI, ServiceNow AI Search) to improve content organization and findability.
• Experience automating KM workflows-such as backlog monitoring, review reminders, approval routing, and audit tracking-using Power Automate, ServiceNow workflows, or similar automation platforms.

Work Environment

• Work in clean, pleasant, and comfortable office. The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable persons with disabilities to perform the essential functions.
• This position is 100% in office.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.