Knowledge Management Specialist

Location: Fairfield, CA

• Work Mode: Full Remote
• Duration: 6 Months

Responsibilities:

• 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.
• Establish quick-retrieval structures for frontline operators, including standardized keywords, synonyms, and common failure scenarios.
• Create templates and standards for runbooks, SOPs, troubleshooting guides, and escalation instructions.
• Drive consistency in how operational knowledge is written, structured, approved, and published.
• Establish governance processes for content creation, review, approval, publishing, retirement, and periodic recertification.
• Align the knowledge taxonomy with NOC workflows, monitoring platforms, ticketing systems, CMDB/service catalogs, and incident management processes.
• Improve search logic, tagging practices, and document discoverability.
• Define and report on KPIs such as documentation coverage, taxonomy completeness, search success rate, and time-to-retrieve instructions.

Requirements:

• Bachelor’s degree in Information Systems, IT, Library & Information Science, Knowledge Management, Computer Science, or related field — or equivalent experience.
• Minimum 5 years of experience in 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 ServiceNow, SharePoint, Confluence, or similar systems.
• Excellent written communication and technical editing skills.
• Strong stakeholder management skills with the ability to work across operations, engineering, and service teams.