Key skills
ServiceNowSaaSSalesforceMentoringCollaboration
About this role
Role Overview
- Lead the KCS coaching program by training, mentoring, and supporting internal teams on KCS principles and practices.
- Partner with Knowledge Domain Experts and stakeholders to reinforce knowledge management as a strategic discipline.
- Develop and maintain KCS training materials, job aids, and playbooks to ensure consistency and scalability.
- Monitor knowledge base health metrics and coach contributors to improve article quality, findability, and reuse.
- Conduct regular coaching sessions and feedback loops to drive knowledge and continuous improvement.
- Collaborate with teams to promote a culture of knowledge sharing and accountability.
- Collaborate with subject matter experts to create, update, and maintain technical content for RFPs, RFIs, and other proposal documents.
- Translate complex technical concepts into clear, concise, and compelling responses tailored to prospective client needs.
- Maintain a centralized knowledge library of RFP content, ensuring alignment with brand, voice, and compliance standards.
- Contribute to the creation and editing of boilerplate and standard response language for accuracy and consistency.
- Support the RFP process by reviewing, formatting, and organizing content for submission.
Requirements
- 3–5+ years of experience in a knowledge management, technical writing, or related role.
- Experience with KCS (Knowledge-Centered Service) and a deep understanding of its methodologies
- Experience coaching or mentoring others, ideally within a knowledge-sharing or support environment.
- Excellent technical writing and editing skills, in B2B or SaaS environments.
- Experience supporting RFP or proposal development processes.
- Proficient in knowledge management systems (e.g., Salesforce Knowledge, ServiceNow) and content collaboration tools.
Tech Stack
- ServiceNow
Benefits
- Great compensation package and bonus plan
- Core benefits including medical, dental, vision, and matching 401K
- Flexible work environment, ability to work remote, hybrid or in-office
- Flexible time off including volunteer time off, vacation, sick and 12-paid holidays