Senior Knowledge Management Specialist
Company Summary
As the recognized global standard for project-based businesses, Deltek delivers software and information solutions to help organizations achieve their purpose. Our market leadership stems from the work of our diverse employees who are united by a passion for learning, growing and making a difference. At Deltek, we take immense pride in creating a balanced, values-driven environment, where every employee feels included and empowered to do their best work. Our employees put our core values into action daily, creating a one-of-a-kind culture that has been recognized globally. Thanks to our incredible team, Deltek has been named one of America's Best Midsize Employers by Forbes, a Best Place to Work by Glassdoor, a Top Workplace by The Washington Post and a Best Place to Work in Asia by World HRD Congress. www.deltek.comExternal Job Title
Senior Knowledge Management SpecialistPosition Responsibilities
Key Responsibilities Knowledge Creation & Content Development- Leverage GenAI tools to author, edit, and publish high-quality knowledge articles, troubleshooting documents, FAQs, and SOPs for Deltek products.
- Apply KCS (Knowledge-Centered Service) v6 methodology to capture, structure, and continuously improve knowledge assets.
- Leverage GenAI tools (Claude, ChatGPT, Copilot, etc.) to automate bulk content creation, generate first drafts, and accelerate article production at scale.
- Transform complex support case resolutions, SME inputs, and product documentation into clear, customer-friendly knowledge articles.
- Meet and consistently deliver against monthly and quarterly content creation targets.
- Use GenAI tools to analyze user search query data and Coveo search analytics to identify content gaps — topics users are searching for but finding no or poor results on.
- Analyze support case data to identify recurring issues, undocumented resolutions, and emerging product pain points that require new knowledge content.
- Produce regular content gap reports and prioritize article creation backlog in collaboration with management.
- With guidance, develop familiarity with Deltek's product lifecycle stages to recognize when recurring case patterns or heavily-used workarounds may signal opportunities beyond content creation — flagging trends to management that may warrant documentation team engagement or product feedback rather than additional knowledge articles.
- Partner closely with Support SMEs and Team Managers to extract tacit knowledge, validate technical accuracy, and obtain article approvals.
- Work with the Coveo SME and technical team to ensure content is optimized for search relevance, metadata tagging, and discoverability.
- Participate in KM related team meetings, content sprints, and knowledge quality review cycles.
- Ensure all published content adheres to Deltek's KM style guide, tone, formatting standards, and article templates.
- Perform periodic audits of existing knowledge base content to flag outdated, redundant, or inaccurate articles for revision.
- Track article performance metrics (views, deflection rates, feedback scores) & update content.
Work Location
India (Remote)Qualifications
Required Qualifications- Experience: 2–4 years in Knowledge Management, Technical Writing, Content Development, or a related field — ideally within a software support or SaaS environment.
- KCS Proficiency: Working knowledge of KCS methodology and its application in a support knowledge base environment.
- GenAI Fluency: Hands-on experience using Generative AI tools (Claude, ChatGPT, Gemini, or similar) for content creation, summarization, and analysis. Ability to write effective prompts to produce production-quality outputs.
- Writing Skills: Exceptional written English — ability to write clearly, concisely, and accurately for both technical and non-technical audiences.
- Analytical Mindset: Comfort working with search analytics data, case reports, and query logs to derive content insights.
- Tool Proficiency: Experience with knowledge base platforms (Salesforce Knowledge, Confluence, ServiceNow, or similar), CRM systems, & search platforms like Coveo is a plus.
- Adaptability: Ability to juggle multiple projects simultaneously and thrive under deadline.
- Exposure to ERP, project management, or accounting software (Costpoint, Vantagepoint, Ajera, ComputerEase, or similar) is a significant advantage.
- KCS Practices certification or KCS v6 Fundamentals certification.
- Experience with Coveo or similar AI-powered enterprise search platforms.
- Familiarity with basic data querying or BI tools (Excel pivot tables, Power BI, Tableau) for analyzing content performance data.
- Awareness of software product lifecycle concepts and the ability to distinguish between content gaps, documentation gaps, and potential product improvement opportunities.
- Experience interacting with AI tools beyond basic prompting — such as refining system instructions, organizing knowledge for AI consumption, or evaluating how content structure impacts AI response quality.
- Content localization experience