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(IT PSP)Knowledge Management Specialist

Axelon

Fairfield, CA

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JOB DETAILS
SALARY
$1–$55 Per Hour
SKILLS
Analysis Skills, Cataloguing, Computer Science, Content Development, Continuous Improvement, Documentation, Editing, Establish Priorities, Event Correlation, Identify Issues, Improvement Metrics, Incident Management, Incident Response, Information Technology & Information Systems, Knowledge Base, Knowledge Management, Library and Information Science, Metadata, Microsoft SharePoint, Network Administration/Management, Network Operations Center, Operations Processes, Process Development, Process Management, ServiceNow, Standard Operating Procedures (SOP), Standards Development, Taxonomies, Technical Editing, Technical Writing, Time Management, Usability Engineering, Writing Skills
LOCATION
Fairfield, CA
POSTED
3 days ago
Knowledge Management Specialist
Fairfield, CA - Can work Full Remote
6 Months

Will accept remote candidates within the US, please add candidate's location to the top of the resume. Candidate can work their local hours
Job Description :

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
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.

Knowledge Catalog Management
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.
Documentation Standardization
Create templates and standards for runbooks, SOPs, troubleshooting guides, and escalaion 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.
Governance & Lifecycle Management

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.
Operational Integration

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 ServiceNow, monitoring consoles, incident response workflows, and knowledge portals.
Help map knowledge assets to alert rationalization, event correlation, and standard response actions.
Search, Retrieval & User Experience

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:
keywords

aliases
symptom-based lookup
service-based lookup
incident-type navigation
Track retrieval effectiveness and identify where users struggle to find the right content.
Continuous Improvement & Metrics
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
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.

Required Qualifications
Bachelors 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
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 ServiceNow, 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.

About the Company

A

Axelon