Overview
Support knowledge governance and AI readiness for Customer Care and Managed Services by maintaining accurate, structured, and continuously improving knowledge assets.
What you'll do
- Manage intake, triage, and routing of knowledge requests.
- Maintain content lifecycles through SME review checkpoints.
- Conduct knowledge audits and resolve obsolete, duplicate, or conflicting content.
- Structure and groom content for ingestion into AI platforms.
- Monitor AI knowledge performance and track content improvements.
- Analyze workflows, usage data, feedback, and engagement metrics for improvement opportunities.
- Present knowledge findings and recommendations to leadership.
What you'll need
- At least 2 years of related experience in knowledge management, operations enablement, content governance, or business analysis.
- Experience developing content for human use and machine ingestion.
- Familiarity with knowledge management systems such as Confluence, Salesforce Knowledge, or ServiceNow.
- Proficiency in Microsoft 365 tools including Word, Excel, SharePoint, and Forms.
- Strong written and verbal communication skills.
- Ability to interpret usage data and translate findings into action.
- Bachelor's degree in a related field or equivalent education and experience.
Nice to have
- CRM familiarity, preferably Salesforce.
- Understanding of how content structure and taxonomy affect AI/ML performance.
- Change management or knowledge management certification such as Prosci, KCS, or ACMP.
- Experience applying Lean/Six Sigma frameworks.
Details
- Location: Hyderabad, Telangana, India.
Read the full description and apply on the company’s own careers page.
