ABOUT THE ROLE
In this role, you will work as a Knowledge Base Manager supporting enterprise systems used for grants, experts, and procurement management within a large European public-sector environment.
You will create, maintain, and continuously improve technical knowledge content for support teams, ensuring that incidents, known errors, workarounds, procedures, and troubleshooting guidance are documented clearly and consistently.
RESPONSIBILITIES
- Create and maintain Knowledge Base articles covering known errors, workarounds, and resolution steps
- Document internal procedures aligned with legal, financial, and business requirements
- Work with analysts, developers, and support teams to capture and validate technical knowledge
- Create documentation for administrative tools, user management, database queries, and backend configuration
- Produce technical FAQs and troubleshooting guides for L1/L2 support teams
- Manage the full KB lifecycle, including reviews, updates, versioning, and archiving obsolete content
- Analyze recurring support issues and convert them into reusable knowledge articles
- Maintain documentation standards, templates, and style guidelines
- Create web-based and multimedia support materials when needed
REQUIREMENTS
- University degree corresponding to EQF Level 7 with 5+ years of IT experience, or EQF Level 6 with 7+ years of IT experience
- Strong experience creating troubleshooting and technical support documentation
- Expert knowledge of Confluence, SharePoint, ServiceNow Knowledge, Jira, or similar platforms
- Ability to understand and document admin consoles, SQL basics, APIs, and backend support processes
- Knowledge of HTML/CSS for web-based documentation
- Experience creating screen recordings or similar visual support materials
- Strong understanding of incident, problem, and change management contexts
- Excellent writing, communication, and interpersonal skills
- Strong analytical skills with the ability to identify patterns across support tickets
- Ability to quickly understand complex technical and business processes
- Ability to work independently and collaboratively in international teams
- English or French proficiency at B2 level or higher
SoftServe is an equal opportunity employer. Qualified applicants will receive consideration regardless of race, color, ancestry, ethnicity, national origin, religion, sex, sexual orientation, gender identity or expression, age, citizenship, disability, health condition, marital or family status, veteran status, or any other characteristic protected by applicable law.
