Knowledge Management Specialist

DMI is seeking a Knowledge Management Specialist to support our Contact Center and Managed Services organization. This role is responsible for designing, maintaining, and optimizing knowledge articles and documentation to enable exceptional customer service and efficient agent resolution.

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.

Benefits

• Convenience/Concierge – Virtual health visits, commuter perks, pet insurance, and entertainment discounts that make life easier.
• Development – Annual performance reviews, tuition assistance, and internal career growth opportunities to help you thrive.
• Financial – Generous 401(k) matches, life and disability insurance, and financial wellness tools to support your future.
• Recognition – Annual awards, service anniversaries, referral bonuses, and peer-to-peer shoutouts that spotlight your achievements.
• Wellness – Healthcare coverage, wellness programs, flu shots, and biometric screenings to support your health.