Knowledge Management; KM) Administrator

Location:
Fremont, CA

Duration: 12 Months

Shift
- General Shift

Pay: $60/hr-$62/hr

The Customer Support Business Group focuses on enabling our external customers with premier customer support throughout their lifecycle. We drive performance, productivity, safety, and quality of customers installed base performance and deliver service and lifecycle solutions for their most critical equipment and processes.

Support for core knowledge management (KM) systems and staff to complete everyday tasks. This role is crucial to maintain superior user experience and quality of the information delivered.

The KM Administrator is responsible for the day-to-day operation, support, governance, and continuous improvement of knowledge management services and processes. This includes managing shared inboxes, responding to internal and external requests within established service level commitments, and generating reports and insights for management review. Core responsibilities include email and request management, quality assurance, user administration, access controls, content translation, and ensuring compliance with established business processes and support standards.

The role is accountable for documenting support processes, maintaining operational procedures, and ensuring that support teams consistently follow documented practices. The KM Administrator monitors process effectiveness, identifies opportunities for improvement, and drives enhancements that increase efficiency, quality, and user satisfaction.

In addition, the KM Administrator builds, curates, and maintains knowledge base content to support self-service and agentic support experiences, ensuring information is accurate, current, searchable, and aligned with business needs. The role also develops and utilizes analytics and reporting capabilities to understand user behavior, measure value delivery, identify knowledge gaps, and assess support team performance. Through data-driven insights, the KM Administrator helps optimize support operations, improve knowledge adoption, and enhance the overall user experience.

• 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.

• Minimum of 2 years of related experience with a Bachelor’s degree; or an advanced degree without experience; or equivalent work experience.

The ideal candidate has demonstrated a strong attention to detail, effectiveness in working cross-functionally, and an ability to define and resolve problems. They should be able to work independently to meet deadlines and communicate with team members and stakeholders effectively.

• Ability to develop / Specify reports in Power BI - required
• Use of AI tools (Co-Pilot) - required

Russell Tobin offers eligible employee’s comprehensive healthcare coverage (medical, dental, and vision plans), supplemental coverage (accident insurance, critical illness insurance…