Description
The Knowledge Coordinator manages content feedback and documentation requests from intake through closure. This role combines request coordination, stakeholder communication, light content editing, workflow administration, and basic AI-assisted process improvement to help keep knowledge and support content accurate, useful, and current.
Key Responsibilities:
- Manage knowledge feedback and content requests from intake through validation and closure, resolving straightforward updates or routing work to the appropriate owner.
- Coordinate with content, product, support, translation, and technical teams to clarify requirements, track progress, and escalate delays or priority issues.
- Perform light editing of knowledge articles, support documentation, metadata, process instructions, templates, and workflow content.
- Maintain request workflows, ticket status, forms, and process documentation in Jira or similar tools.
- Create, test, and refine basic AI prompts and low-complexity automations using approved tools and practices.
- Verify completed updates for accuracy, clarity, consistency, and alignment with the original request and established standards.
- Monitor request trends and operational metrics to identify recurring feedback, content gaps, and process improvements.
Tools and Platforms:
- Jira or comparable request-management platform
- RWS/Tridion or a comparable content-management system
- Power BI or similar reporting tools
- CoPilot, ChatGPT, or other Generative AI tools and basic workflow-automation platforms
Education and Experience:
- Bachelor’s degree in Technical Communication, English, Communications, Information Management, Computer Science, or a related field; or equivalent practical experience.
- Typically 2–4 years of experience in technical writing, content operations, knowledge management, documentation coordination, or a related field. An advanced degree may substitute for some experience.
- Experience working with request-management, content-management, or workflow tools is preferred.
Preferred Certifications:
- Certified Document Controller (CDC)
Knowledge & Skills:
- Knowledge and content request management
- Technical writing and light copyediting
- Technical and support documentation
- Knowledge management and content lifecycle practices
- Workflow coordination and ticket administration
- Jira, content-management systems, and reporting tools
- Basic prompt writing and AI-assisted content workflows
- Low-complexity automation and process improvement
- Quality review, attention to detail, and follow-through
- Stakeholder communication and cross-functional collaboration
- Data tracking, trend analysis, and operational reporting
- Customer focus, digital fluency, learning agility, and results orientation