Knowledge Management Specialist

DMI is seeking a Knowledge Management Specialist to support their Contact Center and Managed Services organization. This role focuses on designing, maintaining, and optimizing knowledge articles and documentation to enhance customer service and agent efficiency. The ideal candidate will be highly organized and passionate about continuous improvement in knowledge delivery, collaborating with various teams to ensure the accuracy and accessibility of the Knowledge Base.

Requirements

• 2+ years in contact center, managed services, or IT support.
• 2+ years in documentation, technical writing, or knowledge management.
• Strong knowledge base platform experience (e.g., ServiceNow, Zendesk, Salesforce Knowledge).
• Excellent writing, editing, and communication skills.
• Strong organizational and attention to detail skills.
• Ability to manage multiple tasks and deadlines in a fast-paced environment.
• Ability to collaborate with cross-functional teams.

Benefits

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