Knowledge Base Analyst

Key Responsibilities

• Create, organize, and maintain technical knowledge articles, troubleshooting guides, process documentation, standard operating procedures, and other support resources.
• Partner with technical subject-matter experts to gather information, validate solutions, and translate complex concepts into clear, actionable content.
• Review Support cases, escalations, recurring questions, and process trends to identify knowledge gaps and documentation opportunities.
• Evaluate existing content for accuracy, clarity, usability, consistency, and continued relevance.
• Maintain established knowledge standards, templates, taxonomy, metadata, and content governance practices.
• Structure content so that it is easy to search, navigate, reuse, and consume through employee, customer, and AI-enabled channels.
• Break complex information into concise, focused content that supports effective search and accurate AI retrieval.
• Coordinate regular content reviews with designated owners and ensure outdated or duplicate content is updated, consolidated, or retired.
• Partner with Support leadership to prioritize documentation needs based on case volume, business impact, product changes, and employee feedback.
• Collaborate with Product and Engineering teams to document new features, known issues, workarounds, integrations, and technical processes.
• Support knowledge adoption by helping employees understand where to find information and how to contribute updates or feedback.
• Monitor knowledge usage, search behavior, article feedback, and other available metrics to evaluate effectiveness and recommend improvements.
• Identify opportunities to improve knowledge-management processes, workflows, and tools.
• Contribute to initiatives that use knowledge content to support automation, case deflection, internal enablement, and artificial intelligence.
• Complete additional projects and responsibilities as assigned.

Required Skills

• Bachelor’s degree or equivalent combination of education and relevant professional experience.
• 3+ years of experience in technical support, solution engineering, technical documentation, knowledge management, or a related field.
• Strong technical aptitude and demonstrated ability to understand complex software, configurations, integrations, workflows, and troubleshooting processes.
• Experience creating or maintaining technical documentation, knowledge articles, process guides, or standard operating procedures.
• Excellent written communication skills, with the ability to make complex information clear, concise, and actionable.
• Strong analytical and problem-solving skills, including the ability to identify patterns, knowledge gaps, and root causes.
• High attention to detail and commitment to technical accuracy/content quality.
• Ability to work effectively with technical and nontechnical stakeholders across multiple teams.
• Strong organizational and project-management skills, with the ability to manage multiple priorities and content requests.
• Ability to independently research topics, ask effective questions, and validate information before publication.
• Experience within SaaS, enterprise software, legal technology, or customer-support environment is preferred.