Knowledge Management Specialist

DMI is seeking a Knowledge Management Specialist to design, maintain, and optimize knowledge articles and documentation to enable exceptional customer service and efficient agent resolution. The ideal candidate is highly organized, process-oriented, and passionate about continuous improvement in knowledge delivery.

Requirements

• 2+ years in a contact center, managed services, or IT support environment.
• 2+ years in documentation, technical writing, or knowledge management roles.
• Strong experience working with knowledge base platforms (e.g., ServiceNow, Zendesk, Salesforce Knowledge, Confluence).
• Excellent writing, editing, and communication skills.
• Ability to synthesize complex technical content into clear, actionable guidance.
• Strong organizational skills and attention to detail.
• Ability to manage multiple tasks and deadlines in a fast-paced environment.
• Collaborative mindset and ability to engage with cross-functional teams.

Benefits

• Convenience/Concierge - Virtual visits through health insurance, pet insurance, commuter benefits, discount tickets for movies, travel, and many other items to provide convenience.
• Development – Annual performance management, continuing education, and tuition assistance, internal job opportunities along with career enrichment and advancement to help each employee with their professional and personal development.
• Financial – Generous 401k matches both pre-tax and post-tax (ROTH) contributions along with financial wellness education, EAP, Life Insurance and Disability help provide financial stability for each DMI employee.
• Recognition – Great achievements do not go unnoticed by DMI through Annual Awards ceremony, service anniversaries, peer-to-peer acknowledgment, employee referral bonuses.
• Wellness – Healthcare benefits, Wellness programs, Flu Shots, Biometric screenings, and several other wellness options.