Knowledge Base Developer

We are seeking an experienced Knowledge Base Developer to lead the design, development, and maintenance of a comprehensive knowledge management system. This role involves organizing, documenting, and standardizing internal knowledge assets to improve accessibility, usability, and operational efficiency across the organization.

Key Responsibilities

1. Develop, organize, and maintain a structured knowledge base and self-service content repository.
2. Create and maintain user manuals, FAQs, SOPs, process documentation, and how-to guides.
3. Collaborate with subject matter experts (SMEs), engineers, product managers, and support teams to gather accurate and up-to-date information.
4. Define and enforce content standards, templates, taxonomy, and style guides to ensure documentation consistency.
5. Conduct content audits and gap analyses to identify areas for improvement.
6. Manage version control and documentation lifecycles through content updates and system releases.
7. Work within knowledge management platforms such as Confluence, SharePoint, Zendesk, ServiceNow, or Salesforce Knowledge.
8. Ensure knowledge base content is searchable, discoverable, and user-friendly.
9. Collect and analyze user feedback and usage metrics to continuously enhance content effectiveness.

Qualifications

• 5+ years of experience as a Technical Writer, Knowledge Manager, or Business Analyst focused on documentation and knowledge systems.
• Proven experience building or revamping knowledge bases or content repositories.
• Exceptional written and verbal communication skills emphasizing clarity and usability.
• Proficiency with tools such as SharePoint, ServiceNow, Zendesk Guide, or similar platforms.
• Ability to translate technical concepts into accessible, actionable content.
• Understanding of content organization strategies such as metadata tagging, topic-based authoring, and content hierarchies.
• Experience working with technical or IT teams in product or software development environments.

General Experience

• Strong business analysis and research capabilities.
• Ability to conduct complex analyses and provide actionable recommendations.
• Skilled in stakeholder engagement across all levels to gather requirements and align with business objectives.
• Experienced in preparing reports, presentations, and formal briefings.
• Excellent communication, organization, and collaboration skills.

Minimum Requirements

• Bachelor s degree in Business, Statistics, or a related field from an accredited institution.
• 5+ years of experience performing business analysis and documentation