Knowledge Manager
Maximus
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇨🇦 Canada
Visit company websiteSalary
💰 $75,000 - $90,000 per year
Job Level
JuniorMid-Level
About the role
- Help center ownership and maintenance: Own the process of auditing, restructuring and maintaining an optimized, searchable knowledge ecosystem for internal and external help centers.
- Governance & lifecycle: Define standards, review cadences, and archival processes so content stays fresh, reliable, and trustworthy.
- Information architecture: Build and maintain a logical taxonomy, tagging strategy, and content hierarchy that scales without making it harder for our teams or customers to navigate.
- Insights & iteration: Track search behavior, failed queries, and content performance to drive continuous improvement across key metrics (ticket volume, first contact resolution, self-service deflection, retention, and content health).
- AI optimization support: Improve AI answer quality by tuning Fin settings, syncing knowledge content, and reducing bot fallback rates.
Requirements
- Knowledge management expertise: Demonstrated 2 to 4+ years of experience owning help centers or wikis at scale, with a focus on structure, clarity, and governance. Experience auditing, restructuring, and maintaining large knowledge bases or documentation systems.
- Strong writing/communication: Ability to translate complex info into clear, concise documentation. Skilled at rewriting and simplifying complex topics for both internal teams and customers.
- Process-driven mindset: Skilled at mapping workflows, defining governance, and setting up repeatable, measurable processes. Strong grasp of taxonomy, metadata, search optimization, and article lifecycle management.
- Analytical rigor: Ability to use search logs, deflection metrics, and article analytics to prioritize improvements. Comfort with reporting tools to analyze self-service usage, ticket patterns, and content performance.
- Cross-functional collaboration: Comfortable working with engineering, ops, customer service, and product to align support and knowledge needs, ensuring content and tools stay in sync.
- AI and Co-Pilot support tooling: Experience leveraging documentation into generative-AI responses for external chatbots or internal Co-Pilot tools, as well as training AI-based routing into customer operations.
Benefits
- Full Suite: Medical, Dental, Vision, Life Insurance
- Flexible vacation/time-off policies
- Liquidity of options whenever available
- Extended options exercise window for loyal employees (3 months for every year of service; e.g. 1 year for 4+ year employees)
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
knowledge managementinformation architecturetaxonomymetadatasearch optimizationcontent performance analysisworkflow mappingarticle lifecycle managementAI optimizationdocumentation systems
Soft skills
strong writingcommunicationprocess-driven mindsetanalytical rigorcross-functional collaboration