Sr Knowledge Base (KB) Administrator Position Available In Wake, North Carolina

Job Description We are seeking a Senior Knowledge Base (KB) administrator to oversee the IT Support Knowledge Base framework, ensuring the effective implementation of the Knowledge-Centered Service (KCS) model and driving the creation, maintenance, and optimization of technical documentation. This role plays a key part in the Service Transition process, ensuring that knowledge is effectively captured and shared across teams to enhance IT support operations. As a Senior KB Administrator, you will work closely with Global IT Support, fostering a strong partnership with the Global Service Desk to improve knowledge accessibility, enhance troubleshooting efficiency, and support seamless service delivery. You will also lead KB governance, training initiatives, and documentation standardization efforts to drive continuous improvement. Key Responsibilities Own and manage the IT Support KB framework, ensuring alignment with the KCS model and ITIL best practices. Lead the development and maintenance of technical documentation to support IT Service Transition and operational excellence. Train and mentor IT teams on KB best practices, documentation standards, and knowledge sharing strategies. Collaborate with the Global Service Desk and Global IT Support teams to identify gaps and improve knowledge accessibility. Establish governance and quality assurance processes for KB articles, ensuring accuracy, relevance, and effectiveness. Partner with IT leadership to drive automation and self-service improvements using the KB. Analyze KB usage metrics and feedback to continuously enhance knowledge management practices. Stay up to date with industry trends and best practices in knowledge management, ITSM, and technical documentation We are a company committed to creating inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity employer that believes everyone matters. Qualified candidates will receive consideration for employment opportunities without regard to race, religion, sex, age, marital status, national origin, sexual orientation, citizenship status, disability, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to Human Resources Request Form (https://airtable.com/app21VjYyxLDIX0ez/shrOg4IQS1J6dRiMo) . The EEOC “Know Your Rights” Poster is available here (https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12ScreenRdr.pdf) . To learn more about how we collect, keep, and process your private information, please review

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https://insightglobal.com/workforce-privacy-policy/ . Skills and Requirements 5+ years of experience in knowledge management, technical documentation, or IT support operations. Strong understanding of Knowledge-Centered Service (KCS) methodology and ITIL frameworks. Proven experience in managing IT Support knowledge bases within ServiceNow, Confluence, or similar platforms. Excellent technical writing and documentation skills, with the ability to translate complex concepts into clear, user-friendly content. Experience in training and coaching IT teams on knowledge management best practices. Strong analytical skills with the ability to measure KB effectiveness and drive continuous improvements. Ability to collaborate across global teams and influence stakeholders at various levels. Familiarity with IT Service Transition processes and IT support workflows Certification in KCS (Knowledge-Centered Service) and/or ITIL. Experience working in large-scale, enterprise IT environments. Knowledge of automation and AI-driven knowledge management solutions null We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion,sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military oruniformed service member status, or any other status or characteristic protected by applicable laws, regulations, andordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to HR@insightglobal.com.