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Knowledge Base Content Manager Jobs in Iowa (NOW HIRING)

Robert Half

IT EUC Support Analyst

West Des Moines, IA · On-site

Manage and prioritize escalated incidents and service requests, ensuring issues are resolved within ... Create, revise, and enhance knowledge base content to improve support consistency and team ...

Varonis

Technical Account Manager

Des Moines, IA · Remote

Technical Account Managers are the primary contact for Varonis customers and the first line of ... Create knowledge base content to capture new learning for customer and internal reuse. Requirements

University of Iowa

Web Content Strategist

Iowa City, IA · On-site

As our Web Content Specialist, you'll lead web strategy, create compelling digital content, and ... Basic knowledge of HTML and CSS. * Experience with project management and collaboration tools (e.g ...

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Knowledge Base Content Manager information

What does a Knowledge Base Content Manager do?

A Knowledge Base Content Manager is responsible for creating, organizing, and maintaining a company's knowledge base, which is a centralized repository of information such as FAQs, guides, and troubleshooting articles. They ensure that content is accurate, up-to-date, and easily accessible to both customers and internal teams. This role often involves collaborating with subject matter experts, analyzing user feedback to identify content gaps, and implementing best practices for knowledge management. Their work helps improve customer support efficiency and empowers users to find answers quickly.

What are the key skills and qualifications needed to thrive as a Knowledge Base Content Manager?

To thrive as a Knowledge Base Content Manager, you need expertise in content creation, information architecture, and a background in technical writing or communications, often supported by a relevant degree. Familiarity with content management systems (CMS), knowledge management platforms like Zendesk or Confluence, and SEO best practices is typically required. Strong attention to detail, excellent communication, and collaboration skills help ensure content is clear, accurate, and accessible to diverse audiences. These skills are essential for maintaining a reliable knowledge resource that empowers both customers and internal teams to find information efficiently.

How does a Knowledge Base Content Manager typically collaborate with subject matter experts (SMEs) to ensure accuracy and relevance of content?

A Knowledge Base Content Manager works closely with subject matter experts (SMEs) by conducting regular interviews, content reviews, and feedback sessions to gather up-to-date information and insights. This collaboration ensures that all articles and documentation are technically accurate, comprehensive, and aligned with current processes or products. Managers often facilitate review cycles where SMEs validate content before publication and may also organize training sessions to help SMEs contribute effectively. This ongoing partnership is crucial for maintaining a high-quality, reliable knowledge base that meets the needs of both internal teams and customers.

What is the difference between Knowledge Base Content Manager vs Technical Writer?

AspectKnowledge Base Content ManagerTechnical Writer
Primary FocusManaging and organizing knowledge base content, ensuring accuracy and accessibilityCreating, editing, and formatting technical documentation and manuals
SkillsContent management, editing, project coordination, SEO knowledgeTechnical writing, communication, research, writing skills
Work EnvironmentContent management systems, collaboration with support and product teamsDocumentation tools, word processors, technical platforms
Common CertificationsContent management certifications, technical writing certificationsCertified Professional Technical Communicator (CPTC), technical writing courses

While both roles involve technical content, the Knowledge Base Content Manager oversees the organization and management of the knowledge base, focusing on accessibility and updates. The Technical Writer primarily creates and edits technical documents. Both roles often collaborate but serve different functions within content development and management.

What are the most commonly searched types of Knowledge Base Content jobs in Iowa?

The most popular types of Knowledge Base Content jobs in Iowa are:

What are popular job titles related to Knowledge Base Content Manager jobs in Iowa?

For Knowledge Base Content Manager jobs in Iowa, the most frequently searched job titles are:

What job categories do people searching Knowledge Base Content Manager jobs in Iowa look for?

The top searched job categories for Knowledge Base Content Manager jobs in Iowa are:

What cities in Iowa are hiring for Knowledge Base Content Manager jobs?

Cities in Iowa with the most Knowledge Base Content Manager job openings:

Knowledge Base Content Manager jobs near you

Knowledge Manager-ServiceDesk Plus & ITSM

Cognizant

Des Moines, IA • On-site

$90 - $120/hr

Other

Posted 8 days ago

Cognizant rating

7.0

Company rating: 7.0 out of 10

Based on 87 frontline employees who took The Breakroom Quiz

59th of 72 rated business consultants

Job description

Job Description: Knowledge Manager – ServiceDesk Plus ITSM Location: Des Moines, IA/ Hybrid (2 or 3 days Onsite)

Cognizant will only consider applicants for this position who are legally authorized to work in US without requiring employer sponsorship, now or at any time in the future.

Key Responsibilities Knowledge Management Governance
  • Own and manage the Knowledge Management process aligned with ITIL and Knowledge-Centered Service (KCS) practices.
  • Define knowledge lifecycle standards, approval workflows, review schedules, and content ownership.
  • Establish governance frameworks for article quality, compliance, and knowledge reuse.
  • Maintain audit readiness and documentation standards.
ServiceDesk Plus Knowledge Base Administration
  • Administer and maintain the Knowledge Base module within ManageEngine ServiceDesk Plus.
  • Configure categories, templates, tags, metadata, and article structures.
  • Ensure proper integration between Incident, Problem, Change, and Knowledge Management processes.
  • Manage user roles, permissions, and content visibility.
Knowledge Content Management
  • Create, review, publish, and retire knowledge articles.
  • Capture resolutions from incidents, service requests, problem records, and major incidents.
  • Develop SOPs, troubleshooting guides, work instructions, known error documentation, and FAQs.
  • Drive knowledge standardization across Service Desk, Infrastructure, Applications, Network, Security, and End User Support teams.
Continuous Service Improvement
  • Identify knowledge gaps through ticket trending and root cause analysis.
  • Promote shift-left and self-service initiatives by expanding reusable knowledge content.
  • Improve service desk effectiveness through knowledge-driven support practices.
Training and Adoption
  • Conduct training sessions and awareness programs for support teams.
  • Drive adoption of Knowledge-Centered Support (KCS) principles.
  • Coach analysts and engineers on article creation and knowledge reuse.
  • Promote self-help and self-service knowledge utilization among end users.
Reporting and Analytics
  • Track and report:
    • Knowledge article utilization
    • Knowledge contribution rates
    • First Contact Resolution (FCR)
    • MTTR improvement
    • Self-service usage trends
    • Article quality and effectiveness scores
    • Knowledge gap analysis
  • Present monthly performance reports and recommendations to management.
Required Skills Technical Skills
  • Strong experience with ManageEngine ServiceDesk Plus (SDP).
  • Expertise in ITIL-based Knowledge Management processes.
  • Experience with Incident, Problem, Change, Service Request, and CMDB processes.
  • Knowledge of KCS (Knowledge-Centered Service) methodologies.
  • Experience in creating technical and operational documentation.
  • Familiarity with reporting and dashboard creation within ITSM platforms.
Functional Skills
  • Excellent technical writing and documentation skills.
  • Process governance and compliance management.
  • Analytical and problem-solving abilities.
  • Stakeholder management and communication skills.
  • Training and coaching capabilities.
Preferred Tools
  • ManageEngine ServiceDesk Plus
  • SharePoint
  • Microsoft 365
  • Power BI
  • AI-enabled knowledge platforms and chatbots
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