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Knowledge Management Specialist Job ID 2024-26285 Category Technical Writing Location US-OH-Cincinnati About DMI DMI is a leading global provider of digital services working at the intersection of public and private sectors. With broad capabilities across IT managed services, cybersecurity, cloud migration and application development, DMI provides on-site and remote support to clients within governments, healthcare, financial services, transportation, manufacturing, and other critical infrastructure sectors. DMI has grown to over 2,100+ employees globally and has been continually recognized as a Top Workplace in both regional and national categories. About the Opportunity DMI, LLC is seeking a Knowledge Management Specialist to join our Managed Services Operations team. The ideal candidate will be responsible for managing our Confluence Knowledgebase to support service delivery for our customers. This role requires a proactive individual with excellent organizational skills, a strong attention to detail, and a passion for driving efficiency and effectiveness through knowledge management practices. Duties and Responsibilities: Confluence Management: Manage and maintain the Confluence Knowledgebase, ensuring content is accurate, up-to-date, and organized effectively. Content Creation: Collaborate with subject matter experts and service delivery teams to create, edit, and publish knowledge articles, standard operating procedures (SOPs), troubleshooting guides, and other documentation. Content Governance: Establish and enforce content governance standards, including version control, approval workflows, and archiving policies. Knowledge Capture: Capture tacit knowledge from internal experts and convert it into explicit documentation for broader accessibility and use. Quality Assurance: Conduct regular audits of knowledge articles to identify and address inaccuracies, inconsistencies, and gaps in content. User Support: Provide guidance and support to users accessing the Knowledgebase, including training sessions, troubleshooting assistance, and best practices recommendations. Continuous Improvement: Identify opportunities for process improvements and enhancements to the Knowledgebase platform to optimize usability and effectiveness. Metrics and Reporting: Track key performance indicators (KPIs) related to Knowledgebase usage, content quality, and user satisfaction, and generate regular reports to stakeholders. Collaboration: Work closely with cross-functional teams, including Tech Services, customer support, and product development, to ensure alignment and integration of knowledge management initiatives with broader organizational goals. Stay Updated: Keep abreast of industry trends, best practices, and emerging technologies in knowledge management and recommend innovative solutions to enhance our Knowledgebase capabilities. Qualifications Education and Years of Experience: Bachelor's degree in Information Science, Knowledge Management, Computer Science, or a related field. Required and Desired Skills/Certifications: Proven experience managing knowledge bases, preferably using Confluence or similar platforms. Strong understanding of knowledge management principles, methodologies, and best practices. Excellent written and verbal communication skills, with the ability to distill complex information into clear and concise documentation. Proficiency in collaborating with cross-functional teams and building strong relationships at all levels of the organization. Experience with data analysis and reporting tools to track KPIs and generate insights. Certification in knowledge management (e.g., KCS, CKM) is a plus. Familiarity with ITIL framework and IT service management (ITSM) processes is desirab