Knowledge Based Specialist

Job Title: Knowledge Based Specialist (4 days Onsite)

Location: Arlington, VA

Duration: 06 Months

Job Description:

The position is responsible for developing and maintaining a structured knowledge base and documentation framework to support self-service and operational efficiency. The candidate must have strong experience in knowledge management platforms, content standardization, and collaboration with cross-functional teams to ensure accurate, accessible, and user-friendly documentation.

Duties:

• Develop, organize, and maintain a structured knowledge base and self-service content repository.
• Create user manuals, FAQs, Standard operating procedures (SOPs), process documentation, and how-to guides.
• Collaborate with SMEs, engineers, Product managers, and support staff to gather accurate and up-to-date information.
• Establish content standards, templates, taxonomy, and style guides for consistency across all documentation.
• Conduct content audits and gap analyses to improve accuracy and completeness.
• Manage version control and documentation lifecycle across updates and releases.
• Work within knowledge management platforms (e.g., Confluence, SharePoint, Zendesk, ServiceNow, Salesforce Knowledge, or others).
• Ensure Knowledge base content is easily searchable, discoverable, and accessible to the intended audience.
• Incorporate feedback from users and continuously improve documentation based on usage and analytics.

Qualifications:

• 5+ years of experience as a Technical Writer, Knowledge Manager, or similar role.
• Proven experience building or revamping knowledge base systems from the ground up.
• Strong written and verbal communication skills with a focus on clarity and usability.
• Proficient with knowledge management and documentation tools (e.g., SharePoint, ServiceNow, Zendesk Guide, or similar).
• Ability to translate technical concepts into simple, actionable content.
• Familiarity with content organization strategies like topic-based authoring, metadata tagging, and content hierarchies.
• Experience working with technical teams in IT, product, or software development environments.

General Experience:

• Experience conducting business analysis and research.
• Ability to make complex analyses of data and information and make recommendations.
• Comfortable engaging with stakeholders across all levels to gather feedback and requirements and ensure alignment with business needs and priorities.
• Fluent preparing written materials and facilitating presentations and formal briefings.
• Exceptional communications skills.

Minimum Qualifications:

• 5 years of experience conducting business analysis.
• Bachelor’s Degree from an accredited college or university in Business or Statistics.