- Execute on Deltek KM strategy in alignment with Support Services goals.
- Build and continuously evolve the KCS practice — driving adoption, compliance, and quality across the support organization.
- Establish the GenAI-powered content operations model that enables the team to produce high-quality knowledge content at scale, dramatically reducing manual effort and time-to-publish.
- Co-define aggressive KPIs and OKRs around content production velocity, knowledge base coverage, article quality scores, search deflection rates, and case reduction.
AI-Driven Content Operations
- Champion the use of GenAI tools (Claude, ChatGPT, Copilot, etc.) across all facets of KM — from content drafting and bulk generation to gap analysis, content auditing, and quality review.
- Perform AI-assisted content gap analysis — using Coveo search data, user query logs, and support case trends to continuously identify and close knowledge gaps.
- Partner with the tech team to explore automation opportunities — including AI pipelines that can ingest resolved cases and auto-generate draft knowledge articles for SME review.
Functional Team Guidance
- Act as the day-to-day functional anchor for the KM Specialist — providing direction on priorities, coaching on content quality and KCS practices, and reviewing output.
- Run structured content sprints, establish editorial calendars, and ensure on-time delivery against publishing targets across all Deltek product lines.
- Foster a culture of accountability, quality, and continuous improvement within the KM team.
Stakeholder Collaboration
- Serve as the primary KM point of contact for Support SMEs, Team Managers, and Support Leadership — building strong working relationships to ensure knowledge capture happens as close to case resolution as possible.
- Partner with the Coveo SME and technical team to optimize content for AI-powered search — including metadata strategy, relevance tuning, and content structure best practices.
- Present KM performance dashboards, gap analysis reports, and strategic updates to Support Operations leadership on a regular cadence.
- Partner with other Deltek departments (Engineering, Cloud, and others) to the design and logic insight routing decision framework: evaluate recurring case patterns and workaround frequency to determine when an issue has crossed the threshold from document it to raise it partnering with Product Management and Engineering leadership to surface support-driven intelligence that influences product direction.
- Partner with cross-functional stakeholders to help build and refine the criteria for how recurring support patterns are triaged — whether they call for knowledge base workarounds, formal documentation updates, or product feedback — contributing the KM team's frontline visibility into case trends as a key input to those decisions.
Content Quality & Governance
- Own the KM governance framework including style guides, article templates, review and approval workflows, content lifecycle policies, and audit schedules.
- Ensure published content is accurate, customer-ready, and optimized for findability and deflection impact.
- Oversee knowledge base health audits and drive resolution of stale, redundant, or low-performing content.
Qualifications :
Required Qualifications
- Experience: 6–10 years of experience in Knowledge Management, Technical Content Strategy, or a related discipline — with at least 2 years in a team leadership or management role.
- KCS Expertise: Deep, hands-on expertise with KCS v6 methodology — including program design, adoption strategies, and quality measurement. KCS Practices or KCS v6 certification strongly preferred.
- GenAI Proficiency: Strong, demonstrated experience using Generative AI tools for content operations. Ability to design AI-assisted workflows, write sophisticated prompts, and evaluate output quality critically.
- Analytical Capability: Strong ability to work with Coveo (or equivalent) search analytics, case data, and content performance metrics to drive data-informed KM decisions.
- Change Management: Demonstrated ability to drive methodology adoption and cultural change within support or content organizations — including stakeholder alignment, training, and overcoming resistance.
- Communication & Influence: Excellent written and verbal communication skills in English; ability to influence senior stakeholders to drive cross-functional alignment.
- Tool Stack: Proficiency with knowledge base platforms (Salesforce Knowledge, Confluence, ServiceNow, or similar), enterprise search platforms and project/task management tools.
- Product Lifecycle Awareness: Ability to develop an understanding of where products sit in their lifecycle and apply that context when collaborating with stakeholders on content strategy and support pattern routing.
Advantageous Qualifications
- Prior experience supporting or working within a SaaS/ERP software support organization.
- Familiarity with ERP or similar enterprise SaaS software.
- Experience building or scaling a KM function from the ground up.
- Exposure to case deflection measurement, self-service optimization, and CS metrics.
- KCS Trainer or Coach certification is a strong differentiator.
- Experience with or exposure to configuring AI-powered support systems — including how structured knowledge bases, instruction sets, and curated content influence AI output quality and behavior.
