Support Operations Analyst Knowledge Management

Hybrid job in Fremont (ZIP 94538). Regular shift: M-F, 8 to 5 PM

We are looking for a Knowledge Management (KM) Administrator with 3-5 years of experience, to support the day-to-day operation, support, governance, and continuous improvement of knowledge management services and processes within the Customer Support Business Group.

Roles and Responsibilities:

• Manage shared support inboxes and service requests.
• Respond to internal and external inquiries within committed service levels.
• Perform quality assurance reviews and maintain content accuracy.
• Administer users, roles, permissions, and access controls.
• Coordinate and manage content translations as required.
• Verify adherence to business processes and identify improvement opportunities.
• Document support procedures and ensure compliance across support teams.
• Build, maintain, and optimize knowledge bases to enable self-service and agentic support capabilities.
• Develop dashboards, reports, and analytics to measure user engagement, value realization, and support effectiveness.
• Monitor support performance metrics and recommend operational improvements.
• Drive continuous improvement initiatives that enhance knowledge management services, processes, and user experiences.

Skills Required:

• Ability to develop / specify reports in Power BI
• Use of AI tools (Co-Pilot)
• Minimum of 2 years of related experience with a Bachelor’s degree; or an advanced degree without experience; or equivalent work experience.
• MS Office
• Strong attention to detail.
• Ability to work effectively cross-functionally.
• Ability to define and resolve problems.
• Ability to work independently and meet deadlines.
• Strong communication skills with team members and stakeholders.

Preferred Skills:

• Content Management System
• Product Lifecycle Management