Knowledge Management Specialist

Ccs•Plano, TX

15h

About The Position

The company is passionate about CX. The collective experiences in leadership roles across firms enable CCS to bring passion, perspective, data-driven decision making to guide, advise, and support organizations throughout their CX journey. We are a “people” company. We are a flat organization. We believe the best idea win. We believe in radical truth. We attract strong-minded people with fierce intellect. CCS is recognized as a leader in the Contact Center space. Our longstanding history and industry-leading position speak to our success in providing CX solutions centered around the leaders in contact center solutions and strategic technology partners that empower organizations to actualize ROI and sustain a truly competitive advantage in a fast-changing CX environment.

Requirements

Bachelor's degree in Knowledge Management, Business Administration, Information Systems, Computer Science, UX Design, Organizational Development, Data/Business Analytics, or equivalent experience.
3–5 years of experience in Knowledge Management, Content Strategy, Intranet Management, Digital Workplace Operations, or a related field.
Hands-on experience administering SharePoint Online, including sites, pages, libraries, lists, metadata, permissions, navigation, web parts, and content lifecycle management.
Strong experience with content governance, metadata, taxonomy, information architecture, search optimization, version control, content audits, and lifecycle management.
Excellent communication, stakeholder management, organization, facilitation, prioritization, and customer support skills.
Experience conducting user training, onboarding sessions, and knowledge-sharing workshops.

Nice To Haves

Experience with enterprise intranet or digital workplace environments is highly preferred.
Exposure to Microsoft Power Platform (Power BI, Power Automate, Power Apps), Microsoft Teams, Microsoft Search, or Search Analytics is a plus.

Responsibilities

Develop and maintain knowledge management processes, governance standards, and content lifecycle best practices.
Configure and administer SharePoint Online sites, pages, libraries, permissions, metadata, navigation, and content structures.
Conduct content audits, gap analyses, and improve content quality, usability, and discoverability across enterprise knowledge platforms.
Partner with business stakeholders and SMEs to create, organize, and maintain SOPs, QRGs, training materials, and knowledge articles.
Improve enterprise search and information architecture using metadata, taxonomy, Microsoft Search, and search analytics.
Support SharePoint site owners through onboarding, governance guidance, troubleshooting, and monthly training sessions.
Manage content migrations, archival, remediation, and retirement of outdated knowledge assets.
Collaborate with cross-functional teams to improve user experience across SharePoint, Microsoft Teams, AKARI, and Toyota's My Toolbox platform.