Knowledge Management Specialist

Location

Fairfield, CA

5 Months

• Team prefers local candidates who can be onsite 1x a week.
• Please include the candidate's location at the top of their resume.
• All candidates will work 8-5pm PST.

• Develop and maintain the enterprise taxonomy for all NOC operational instructions, including runbooks, playbooks, SOPs, troubleshooting guides, escalation procedures, and recovery steps.
• Define a scalable classification model for documentation using attributes such as:
  Service/application, Technology domain, Alert type, Incident category, Severity/priority, Support group/owner, Escalation path, Environment, Region/site, and Tool/platform.
• Create metadata standards, naming conventions, tagging structures, and versioning rules to improve searchability and consistency.
• Design intuitive foldering, indexing, and cataloging structures that reduce time‑to‑find during operational events.

• Build and maintain a centralized catalog of NOC instructions and operational documentation.
• Ensure all documents are properly tagged, categorized, and linked to relevant services, systems, alerts, and owners.
• Establish quick‑retrieval structures for frontline operators, including standardized keywords, synonyms, and common failure scenarios.
• Improve the usability of the knowledge base so operators can rapidly locate the correct response steps during time‑sensitive incidents.

• Create templates and standards for runbooks, SOPs, troubleshooting guides, and escalation instructions.
• Drive consistency in how operational knowledge is written, structured, approved, and published.
• Work with SMEs to convert tribal knowledge and inconsistent documentation into clear, repeatable, operator‑friendly instructions.
• Ensure content is written in a way that supports both experienced engineers and less experienced operators.

• Establish governance processes for content creation, review, approval, publishing, retirement, and periodic recertification.
• Define documentation ownership and accountability across services and operational domains.
• Monitor documentation quality, duplication, staleness, and gaps.
• Lead recurring audits to ensure instructions remain accurate and aligned with current systems, tools, and escalation models.

• Align the knowledge taxonomy with NOC workflows, monitoring platforms, ticketing systems, CMDB/service catalogs, and incident management processes.
• Partner with NOC leaders, service owners, and engineering teams to ensure documentation reflects actual operating procedures.
• Support integration of cataloged knowledge into operational platforms such as Service Now, monitoring consoles, incident response workflows, and knowledge portals.
• Help map knowledge assets to alert rationalization, event correlation, and standard response actions.

• Improve search logic, tagging practices, and document discoverability.
• Analyze how operators search for instructions and continuously refine taxonomy to reduce retrieval time.
• Introduce user‑centered improvements such as keyword aliases, symptom‑based lookup, service‑based lookup, and incident‑type navigation.
• Track retrieval effectiveness and identify where users struggle to find the right content.

• Define and report on KPIs such as documentation coverage, taxonomy completeness, search success rate, time‑to‑retrieve instructions, percentage of documents with assigned owners, recertification compliance, and reduction in duplicated or outdated documents.
• Identify gaps in operational knowledge and prioritize improvements based on incident trends and NOC needs.
• Support post‑incident reviews by identifying missing, outdated, or hard‑to‑find documentation.

• Bachelor's degree in Information Systems, IT, Library & Information Science, Knowledge Management, Computer Science, or related field (or equivalent experience).
• 5 years of experience in one or more of the following: IT operations, network operations, NOC environments, service operations, knowledge management, technical documentation, or IT service management.
• Experience designing taxonomies, metadata models, catalog structures, or knowledge architectures.
• Strong understanding of NOC processes, incident management, escalation workflows, and operational response procedures.
• Experience with documentation and knowledge platforms such as Service Now, SharePoint, Confluence, or similar systems.
• Strong ability to structure complex operational information into intuitive, searchable categories.
• Excellent written communication and technical editing skills.
• Strong stakeholder management skills with the ability to work across operations, engineering, and service teams.