JobNimbus
Knowledge Program Specialist
Lehi, Utah
Sponsorship not specifiedDetected 1 day ago
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odds of building a lasting career here
16Unrated
Cap-exempt (no lottery)0
Sponsors this role0
Entry-level history0
PERM / green-card track0
Lottery odds40
Fits your clock70
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About the role
- Kirk, Frodo Baggins, Anna & Elsa, Nacho Libre, and even YOU!
- This is our "call to adventure" to come check out JobNimbus.
- You might make a few new friends, learn about a sick new company doing some amazing things, and maybe you'll even land a new job!
Responsibilities
- Own the customer-facing knowledge base, including content creation, maintenance, quality, and freshness.
- Build and maintain the taxonomy, information architecture, metadata, and search practices that make content discoverable for people and AI systems.
- Review undeflected AI queries, AI interactions, zero-result searches, tickets, and Voice of Customer insights to identify content and experience gaps before they become support trends.
- Recommend and coach AI-support improvements; determine whether each gap requires a new or updated article, an AI-response improvement, or escalation to Product, Engineering, training, or another partner.
- Partner with Customer Support, Voice of Customer, Marketing, Product, and Engineering to keep content accurate, prepare knowledge for releases, and share article-level gap and deflection insights.
- Perform biannual comprehensive knowledge-base audits and complete ongoing audit updates.
- Create clear instructional articles and short-form videos for existing and upcoming features; peer-review team content for accuracy and brand alignment.
- 3-5 years of relevant experience in SaaS knowledge management, support content, technical writing, support operations, or a closely related field.
- Ownership. You own the outcomes, drive initiatives, and solve problems proactively. If you need direction and someone to hold your hand, this job is not for you.
- Team Commitment. You build, mentor, and lead a high-performance engineering team that delivers results together.
Requirements
- Experience with knowledge-base, ticketing, AI-support, and analytics tools.
- Experience with information architecture, taxonomy, metadata, search optimization, content governance, or AI-ready content practices
- You know your strengths, weaknesses, and how to surround yourself with the right talent to succeed.
Benefits
- Run a governed content lifecycle-from intake and review through publishing, refresh, and retirement-with clear content ownership and approval workflows.
- Everything we build should leave our customers saying, "Aw dip.
- Proactive Learning.
- You stay ahead of the curve, continuously learning and implementing cutting-edge technologies.
Company info
- We are obsessed with the hero's journey at JobNimbus.
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This listing is sourced directly from JobNimbus's careers page and normalized into a canonical job model.