(L748) KNOWLEDGE STRATEGIST

Job description the knowledge management specialist is responsible for the creation, curation, governance, and optimization of support and product knowledge assets across the organization. this role ensures internal teams and external customers have timely access to accurate, relevant, and actionable knowledge through various delivery channels including portals, help centers, and ai-driven tools. the knowledge management specialist leverages advanced technologies, including generative ai, to automate article creation and improve knowledge findability and reuse. this role also prepares and structures knowledge content to optimize interactive ai engagement with support agents and customer community members, ensuring consistent, personalized, and intelligent support experiences. required skills and qualifications - maintain a high-quality, searchable knowledge base by authoring, curating, and publishing articles across products, features, and support scenarios. - collaborate with support, product, and engineering teams to translate complex concepts into clear, customer-friendly documentation. - use ai technologies to generate initial drafts of knowledge articles from product updates, support cases, training materials, and subject matter expert inputs. - design and structure knowledge for conversational ai and virtual agents, including metadata tagging, faq optimization, and dialog-ready formatting. - develop knowledge readiness strategies to support ai-led agent assist and community self-service, ensuring content is optimized for both internal and external consumption. -...