Knowledge Domain Expert

SONIFI Solutions, Inc.•Sioux Falls, SD

About The Position

Help shape the future of technical support and knowledge enablement through content excellence, collaboration, and continuous improvement. We’re looking for a Knowledge Domain Expert who is passionate about technology, problem solving, and creating high quality technical content that empowers teams and customers to succeed. This position plays a key role in strengthening the effectiveness of SONIFI’s technical knowledge base and support operations. Reporting to Technical Assistance Center leadership, this role serves as a subject matter expert responsible for translating technical knowledge into clear, actionable, and user friendly content across SONIFI products and services. You will partner closely with support teams, engineering, product management, implementations, learning and development, and IT to ensure knowledge content is accurate, accessible, and continuously improving. This role requires strong technical communication skills, initiative, and the ability to manage multiple priorities in a fast paced environment.

Requirements

Bachelor’s degree in a related technical discipline or equivalent experience required
Minimum of two years of experience working within a technical environment
Strong verbal and written communication skills with the ability to clearly explain technical concepts to both technical and non technical audiences
Demonstrated ability to translate technical procedures into effective technical documentation and learning materials
Strong organizational skills with the ability to manage multiple priorities and projects simultaneously
Self motivated with the ability to work independently and meet deadlines in a fast paced environment
Strong collaboration skills with the ability to proactively engage subject matter experts and cross functional teams
Problem solving mindset with a willingness to learn and continuously improve processes and content
Proficiency with Microsoft Office applications required
Strong attention to detail and commitment to quality, usability, and consistency in documentation and knowledge content

Nice To Haves

Experience creating instructional videos, tutorials, or other multimedia learning content preferred
Experience with Salesforce CRM, Confluence, or similar knowledge management platforms preferred
Experience working within a Knowledge Centered Service (KCS) environment is a plus

Responsibilities

Work closely with remote support teams, field teams, product management, engineering, and implementations to understand technical procedures and translate them into high quality knowledge content
Develop troubleshooting guides, training documents, implementation procedures, upgrade documentation, and customer facing self service materials
Create and maintain knowledge articles, videos, tutorials, and other technical learning resources
Manage content inventories and ensure documentation remains current, accurate, relevant, and easy to use
Build content roadmaps and plans in support of company initiatives and operational goals
Gather feedback from internal and external users to continuously improve the knowledge base experience
Partner with learning and development teams to support onboarding and ongoing technical training efforts
Collaborate with business systems and IT teams to identify opportunities for knowledge platform improvements
Identify knowledge gaps, recurring support trends, and areas requiring updated documentation or process refinement
Influence improvements across products, documentation, workflows, and support processes to enhance operational effectiveness
Ensure the knowledge base supports efficient troubleshooting and problem resolution across support teams
Manage multiple projects and priorities with minimal supervision while meeting deadlines and quality expectations
Support additional projects, initiatives, and duties as assigned