Overview
We are seeking a Senior Knowledge Management Support Specialist to join our team. In this role, you will be responsible for maintaining and enhancing our knowledge base, collaborating with support teams to refine processes, and mentoring junior team members. The ideal candidate will bring strong analytical skills, attention to detail, and a proactive approach to knowledge management.
- Create, review, update, and archive knowledge base articles
- Identify and resolve inconsistencies in instructions and processes
- Work proactively on enhancements and updates to existing documentation
- Communicate with L2/L3 support teams to implement new processes and address technical issues
- Refine and improve existing workflows in collaboration with support teams
- Participate in knowledge assessments for operators
- Provide mentorship and guidance to junior team members
- 3+ years of experience in support, knowledge management, or technical writing
- Strong communication and analytical skills
- Capability to structure and manage high volumes of information
- Proficiency in problem-solving, troubleshooting, and multitasking
- Detail-oriented, organized, and collaborative team player mindset
- B2+ level proficiency in both English and Russian
- Flexibility to work full-time, 9x5 (Monday-Friday, 9:00 AM - 6:00 PM in the employee's local time zone), with temporary adjustments for client onboarding as needed
- Delivering innovative solutions to industry leaders, making a global impact
- Enjoyable working environment, whether it is the vibrant office or the comfort of your home
- Opportunity to work abroad for up to two months per year
- Relocation opportunities within our offices in 55+ countries
- Corporate and social events
- Leadership development, career advising, soft skills and well-being programs
- Certifications, including GCP, Azure and AWS
- Unlimited access to LinkedIn Learning and Udemy
- Free English classes with certified teachers
- Participation in the Employee Stock Purchase Plan
- Monetary bonuses for engaging in the referral program
- Comprehensive medical & family care package
- Four trust days per year for personal needs
- Discounts for fitness clubs
- Benefits package (hotels, restaurants, stores and services)
- Knowledge Base Management
- IT Service Management (ITSM)
- Support.Users
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