Knowledge Base Analyst

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Coordinate regular content reviews with designated owners and ensure outdated or duplicate content is updated, consolidated, or retired.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.

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.