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DMI
Knowledge Management Specialist
Join DMI as a Knowledge Management Specialist in Cincinnati, OH. Leverage ServiceNow to optimize knowledge articles, enhance customer service, and drive continuous improvement.
Consulting
Entry Level
ServiceNow Role Type:
Sales
ServiceNow Modules:
Knowledge Management
ServiceNow Certifications (nice to have):
Job description
Posted on:
July 3, 2025
DMI is seeking a Knowledge Management Specialist to support Contact Center and Managed Services organization. This role focuses on designing, maintaining, and optimizing knowledge articles and documentation to enhance customer service and streamline agent resolution. The ideal candidate is highly organized, process-oriented, and passionate about continuous improvement.
Requirements
- 2+ years in 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.
- 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
- Development
- Financial
- Recognition
- Wellness
Requirements Summary
2+ years experience in contact centers/IT support. 2+ years in technical writing or documentation. Knowledge base platform experience preferred
