About this role
DescriptionKEY
RESPONSIBILITIES
Design, build, and maintain a centralized knowledge ecosystem serving Sales, Customer Care, Installation, Product,Technical Support, and other internal stakeholders, with Care advisors as the primary users. Write, edit, and maintain SOPs, technical documentation, troubleshooting guides, and customer-support content in aclear, consistent, searchable, and accessible format. Build decision trees and guided workflows within the knowledge base to help advisors navigate troubleshooting andcall-handling scenarios step by step.
Establish and operate a formal review and governance process for all SOPs and documentation, including scheduledreview cycles, ownership assignments, quality standards, and a clear path for editing, retiring, or removing outdatedcontent. Partner with subject matter experts across Sales, Care, Installation, Product, Digital, Engineering, and vendororganizations to capture, validate, and translate complex knowledge into usable content. Audit existing documentation across the client, identify gaps and duplication, and consolidate content into acoherent single source of truth.
Translate VOC, CSAT, contact-reason, and other customer and operational insights into a prioritized knowledgeroadmap, focusing first on high-volume, high-friction journeys to improve customer experience, wait times, andresolution times. Partner with Customer Experience Transformation to ensure knowledge assets support end-to-end journey designsand reduce avoidable contacts. Partner with Digital and Product teams to reuse internal knowledge for customer-facing FAQs, web and app help, andproactive communications that reduce call volume and promote consistent answers.
Own knowledge readiness for new product launches and major changes, including "what changed" summaries, shortguides for advisors, and coordination with Training and Communications. Establish a playbook for updating knowledge in lock-step with product, policy, and system changes so advisors andvendor partners never work from outdated information. Define and track content health and business-impact metrics, including accuracy, freshness, usage, findability,CSAT, first-contact resolution, handle time, wait time, escalations, and re-contacts.
Build the framework for secure, structured knowledge-sharing integrations with external vendor partners, includingaccess, permissions, content exchange, and alignment on governance standards. Train and enable support staff and vendor partners on how to use, search, apply, and contribute to the knowledgebase.
- Evaluate and recommend knowledge management tools and platforms as the system scales, working within ourexisting stack (Salesforce, Confluence, Microsoft 365, Google Workspace, NiCE). | Knowledge Management Lead 2SkillsProgram management, Process improvement, Process engineering, Project management, Business analysisTop Skills DetailsProgram management,Process improvement,Process engineeringAdditional Skills & Qualifications 5+ years of experience in technical writing, knowledge management, documentation, or content operations, ideallysupporting a customer or technical support organization.
- Proven experience building or significantly restructuring a knowledge base or documentation system from the groundup.
- Strong SOP and technical writing skills, with the ability to translate complex processes into clear, usable content fordifferent audiences.
- Experience with knowledge base or documentation platforms; direct experience with Confluence strongly preferred.
- Familiarity with Salesforce, Microsoft 365, Google Workspace, and/or contact center platforms.
- Ability to work cross-functionally with Sales, Care, Installation, Product, Digital, Engineering, Customer Experience,and vendor teams to gather and validate information.
- Strong organizational skills and comfort owning a system end-to-end with minimal oversight.
- Experience designing decision trees, guided workflows, or other structured content for support or call center usecases.
- Experience using customer feedback, contact drivers, or operational data to prioritize content and processimprovements.
- Experience supporting product launches, change management, training, or communications in a fast-changingenvironment.PREFERRED Experience in energy, automotive, EV charging, or a related technical industry.
- Experience managing external vendor or partner documentation relationships.
- Familiarity with content governance, taxonomy design, information architecture, or knowledge-centered servicepractices.
- Experience with AI-assisted documentation tools or search.
- Familiarity with NiCE or other contact center and telephony platforms.
- Experience LevelExpert Level
Job Type & LocationThis is a Contract position based out of Warren, MI.
Pay and BenefitsThe pay range for this position is $40.00 - $50.00/hr. Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors. Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:
Medical, dental & vision
Critical Illness, Accident, and Hospital
401(k) Retirement Plan Pre-tax and Roth post-tax contributions available
Life Insurance (Voluntary Life & AD&D for the employee and dependents)
Short and long-term disability
Health Spending Account (HSA)
Transportation benefits
Employee Assistance Program
Time Off/Leave (PTO, Vacation or Sick Leave)
Application DeadlineThis position is anticipated to close on Nov 18, 2026.
Workplace TypeThis is a fully remote position.
About TEKsystems
We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.
The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
About TEKsystems and TEKsystems Global Services
Were a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. Were a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. Were strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. Were building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.
The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
San Francisco Fair Chance Ordinance: Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.
Massachusetts Lie Detector: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
Use of Artificial Intelligence (AI): We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.