Knowledge Management Specialist

About Position:

We are seeking a detail-oriented Knowledge Management Specialist with strong experience in business operations, technical documentation, and AI-driven knowledge systems. This role focuses on designing, building, and maintaining a centralized documentation repository that powers an AI-enabled knowledge base for Customer Support and Success teams. The ideal candidate will have experience in instructional design, AI search optimization, and training dataset creation, with the ability to transform complex institutional knowledge into structured, searchable, and actionable content.

You will play a critical role in improving knowledge accessibility, enhancing AI response accuracy, and enabling data-driven decision-making.

Role:
Knowledge Management Specialist

Location:

Hyderabad

Experience:

8 to 12 years
Job Type: Full Time Employment

What You'll Do:

Create and maintain comprehensive SOPs, process documentation, troubleshooting guides, and best practice knowledge articles
Develop clear, structured documentation optimized for both human users and AI-based retrieval systems
Establish documentation templates, standards, and style guidelines for consistency
Conduct audits to identify gaps, outdated content, and opportunities for improvement
Design and manage a structured knowledge repository with proper categorization, metadata, and tagging
Maintain version control and ensure documentation accuracy and relevancy
Monitor knowledge base usage and identify content improvement opportunities
Optimize AI agent responses by refining content structure and improving retrieval formats
Collaborate with technical teams to enhance AI search capabilities and response accuracy
Create and maintain AI training datasets based on user queries and common scenarios
Develop prompt engineering strategies to improve AI-generated outputs
Partner with customer support and success teams to capture and document institutional knowledge
Conduct training sessions on knowledge base usage and contribution processes
Define content governance processes including lifecycle management, review cycles, and ownership
Track and present knowledge base performance metrics and insights to stakeholders

Expertise You'll Bring:

3+ years of experience in knowledge management, technical writing, or business operations roles
Strong expertise in creating SOPs, process documentation, and knowledge base content
Hands-on experience with knowledge management tools such as Confluence, Notion, SharePoint, or similar
Understanding of AI/ML-driven knowledge systems, chatbot platforms, and AI search mechanisms
Familiarity with tools like Microsoft Copilot, ChatGPT, or similar AI assistants
Knowledge of metadata frameworks, content tagging, and search optimization strategies

Experience with instructional design and content structuring for learning and knowledge systems
Understanding of AI training datasets, prompt engineering, and NLP fundamentals
Strong writing, editing, and communication skills with ability to simplify complex information
Experience working with cross-functional teams and managing multiple documentation projects
Familiarity with customer success or support operations in SaaS environments (EdTech preferred)
Knowledge of CRM tools like Salesforce and support workflows is an advantage
Awareness of ITIL or similar service management frameworks is a plus
Strong analytical mindset with attention to detail and problem-solving ability

Benefits:

Competitive salary and benefits package
Culture focused on talent development with quarterly growth opportunities and company-sponsored higher education and certifications
Opportunity to work with cutting-edge technologies
Employee engagement initiatives such as project parties, flexible work hours, and Long Service awards
Annual health check-ups
Insurance coverage: group term life, personal accident, and Mediclaim hospitalization for self, spouse, two children, and parents

Values-Driven, People-Centric & Inclusive Work Environment:

Persistent is dedicated to fostering diversity and inclusion in the workplace. We invite applications from all qualified individuals, including those with disabilities, and regardless of gender or gender preference. We welcome diverse candidates from all backgrounds.

We support hybrid work and flexible hours to fit diverse lifestyles.
Our office is accessibility-friendly, with ergonomic setups and assistive technologies to support employees with physical disabilities.
If you are a person with disabilities and have specific requirements, please inform us during the application process or at any time during your employment

Let's unleash your full potential at Persistent
- 'Persistent is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind.'