Alation - Knowledge Specialist

- You will champion Knowledge-Centered Service (KCS) best practices, curate high-value content, and build repeatable processes that promote collective knowledge creation, sharing, and reuse.

- With a strong focus on analytics, you will use data to drive continuous improvement and ensure knowledge is accessible, relevant, and aligned with the needs of internal teams and customers.

- In this role, you will collaborate closely with Support Engineering, Customer Success, and other cross-functional stakeholders to train and enable contributors, drive tool adoption, and support the overall maturity of our KM ecosystem.

- While your initial focus will be on internal program success within Support Engineering, your work will lay the foundation for broader expansion across all customer-facing teams.

Responsibilities:

- Drive adoption and effective use of knowledge management tools and platforms across teams.

- Design, implement, and audit scalable KM processes that support continuous improvement and organizational learning.

- Train, support, and inspire teams in KCS practices to ensure quality knowledge contribution and reuse.

- Integrate cross-functional information to improve visibility, accessibility, and alignment across departments.

- Use data and usage trends to guide strategy, optimize workflows, and recommend platform or policy improvements.

- Create and maintain dashboards, reports, and data inventories to track program impact and inform leadership decisions.

- Conduct regular content audits to ensure quality, identify gaps, and drive content optimization.

- Collaborate with the knowledge program owner to execute operations and design the program strategy.

- Coordinate global communications and champion the Knowledge program across EMEA and APAC regions.

Requirements:

- 5+ years in knowledge management, content strategy, or related roles; 2+ years writing concise, user-focused content (technical writing a plus).

- 2+ years championing KCS or serving as a KDE/Coach in KCS-driven programs; strong advocate with a deep understanding of KCS practices and success metrics.

- Experience with Salesforce Knowledge (Lightning) and Service Cloud.