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Knowledge Base Manager Jobs in Pennsylvania (NOW HIRING)

Harris

$90K/yr

Success is measured by ticket deflection, escalation reduction, knowledge-base coverage, and AI ... Apply root-cause and problem-management skills to recurring defect patterns (e.g., product-key ...

Support Services Group

Quality Manager

Kingston, PA · On-site

... update knowledge base articles, recommend continuing education, and support the call center ... Create, manage and maintain dashboards and trackers to provide visibility of agent performance and ...

Daikin

Territory Sales Manager

Philadelphia, PA

The Territory Sales Manager is responsible for planning, organizing, maintaining, developing and ... Expand knowledge base of the company's products and features. * Understand and follow work ...

SPHS GROUP

Team Leader/Program Manager

Monessen, PA · On-site

Participates in staff development and training activities to enhance skill and knowledge base in relation to case management theory and supervisory techniques. * Submits for appropriate release all ...

Daikin

Territory Sales Manager

Philadelphia, PA · On-site

The Territory Sales Manager is responsible for planning, organizing, maintaining, developing and ... Expand knowledge base of the company's products and features. * Understand and follow work ...

UHS

STAFFING COORDINATOR

Philadelphia, PA · On-site

$17 - $22/hr

Prefer knowledge base of clinical needs for staffing purposes. Computer skills including word ... Our success comes from a responsive management style and a service philosophy based on integrity ...

Daikin

Territory Sales Manager

Philadelphia, PA · On-site

The Territory Sales Manager is responsible for planning, organizing, maintaining, developing and ... Expand knowledge base of the company's products and features. * Understand and follow work ...

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All JobsKnowledge Base JobsKnowledge Base Manager JobsKnowledge Base Manager Jobs in Pennsylvania

Knowledge Base Manager information

See Pennsylvania salary details

$24.6K

$59.7K

$116.3K

How much do knowledge base manager jobs pay per year?

As of Aug 5, 2026, the average yearly pay for knowledge base manager in Pennsylvania is $59,668.00, according to ZipRecruiter salary data. Most workers in this role earn between $42,100.00 and $68,700.00 per year, depending on experience, location, and employer.

What is a knowledge base manager?

Knowledge Base Managers are professionals responsible for organizing, curating, and maintaining a company's knowledge base or information repository. They ensure that accurate and up-to-date information is easily accessible to employees, customers, or end-users. Their duties often include content creation, editing, user training, and implementing best practices for knowledge management. By maintaining a comprehensive knowledge base, they help improve efficiency, support, and overall customer satisfaction.

What are some common challenges faced by a knowledge base manager, and how can they be addressed?

One common challenge Knowledge Base Managers face is keeping content accurate and up-to-date as products or services evolve. This requires close collaboration with subject matter experts and regular audits of existing articles. Additionally, balancing user accessibility with technical depth can be tricky, so soliciting feedback from both end-users and internal teams is essential. Leveraging analytics to identify gaps or outdated content helps prioritize updates, ensuring the knowledge base remains a reliable resource.

What are the key skills and qualifications needed to thrive as a knowledge base manager?

To thrive as a Knowledge Base Manager, you need expertise in content management, technical writing, and information architecture, often supported by a bachelor's degree in communications, information science, or a related field. Familiarity with content management systems (CMS), knowledge management platforms like Zendesk or Confluence, and analytics tools is typically required. Strong collaboration, attention to detail, and effective communication are standout soft skills for this role. These skills are crucial for maintaining accurate, accessible, and user-friendly knowledge resources that empower both customers and internal teams.

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

AspectKnowledge Base ManagerContent Manager
Primary FocusManaging and organizing knowledge base articles and information systemsCreating, editing, and overseeing digital content across platforms
Skills & CertificationsKnowledge management, technical writing, CMS proficiencyContent creation, SEO, editing skills
Work EnvironmentIT teams, customer support, technical departmentsMarketing, media, digital teams
Industry UsageIT, customer service, technical supportMedia, marketing, publishing

While both roles involve managing digital information, a Knowledge Base Manager focuses on organizing technical knowledge for support and internal use, whereas a Content Manager handles broader digital content creation and marketing strategies. Understanding these differences helps in choosing the right career path or job search focus.

What are popular job titles related to Knowledge Base Manager jobs in Pennsylvania? For Knowledge Base Manager jobs in Pennsylvania, the most frequently searched job titles are:
What job categories do people searching Knowledge Base Manager jobs in Pennsylvania look for? The top searched job categories for Knowledge Base Manager jobs in Pennsylvania are:
What cities in Pennsylvania are hiring for Knowledge Base Manager jobs? Cities in Pennsylvania with the most Knowledge Base Manager job openings:
Knowledge Base Manager jobs near you
Infographic showing various Knowledge Base Manager job openings in Pennsylvania as of July 2026, with employment types broken down into 85% Full Time, 13% Part Time, and 2% Contract. Highlights an 94% Physical, 2% Hybrid, and 4% Remote job distribution, with an average salary of $59,668 per year, or $28.7 per hour.

Senior Support Analyst

Harris

Remote

$90K/yr

Full-time

Posted 5 days ago

Harris Computer rating

8.5

Company rating: 8.5 out of 10

Based on 10 frontline employees who took The Breakroom Quiz

77th of 242 rated software companies

Job description

Job Description Summary:
The Senior Support Analyst serves as Prism Support Services' senior technical liaison to 196+ higher-education clients and a hands-on builder of the team's AI and automation infrastructure. Reporting to the VP, Support Services for HHES, this role combines advanced application support (frontline and escalated) with ownership of three currently unowned strategic workstreams from the Prism CS AI & Automation Strategy (BUSR 2026): building the Confluence knowledge base to deflect 38% of "how do I" ticket volume to self-service, capturing a retiring Tier 2 specialist's institutional knowledge into a validated AI knowledge agent before Q1 2027, and developing AI phone/web support agents and Jira workflow automation. Success is measured by ticket deflection, escalation reduction, knowledge-base coverage, and AI agent deployment - not by ticket throughput alone. You will serve as a senior support liaison between Prism and its customers and as a cross-functional partner to Development, Product, and CS leadership.
  • Fully Remote
  • Equipment Provided
  • $90,000 Annual Salary
Role Responsibilities:
Frontline & Escalated Support
  • Serve as a senior support liaison for PrismCore, PrismWeb, Ratex, and Prism Mobile clients, resolving complex product, configuration, API, integration, and database issues via phone and electronically submitted tickets.
  • Perform root-cause analysis on software configuration, setup, and code issues; deliver durable resolutions rather than one-off patches, escalating per departmental guidelines when needed.
  • Lead or contribute to post-incident root-cause documentation (postmortems), ensuring follow-up actions are tracked to closure.
  • Proactively monitor at-risk tickets and accounts against SLA commitments and flag potential breaches before they occur, rather than relying solely on automated aging alerts.
  • Maintain detailed records in the client tracking system; document processes, routines, and resolution procedures per team standards.
  • Conduct Support webinars for internal staff and external customers.
Knowledge Capture & Documentation
  • Own documentation for one or more core Prism products as the named documentation owner: audit existing content, author and update Confluence articles, and retire legacy help files - targeting 50% product coverage by November 30, 2026.
  • Partner directly with the retiring Tier 2 specialist to capture institutional product knowledge: review recorded process walkthroughs, organize content into structured Confluence articles, and build/test/validate the resulting AI knowledge agent - targeting completion by November 30, 2026 (ahead of Q1 2027 retirement).
  • Measure and report documentation effectiveness through ticket-deflection rates, targeting reduction of "how do I" Discovery tickets from 38% to <20% of PrismCore volume within 3 months of knowledge base launch.
AI Implementation & Ticket Automation
  • Develop and deploy an AI phone agent to automatically field and triage inbound support calls - operational by November 30, 2026 (90-day probation KPI).
  • Contribute to the development of AI web support agents for customer self-service ticket creation and resolution.
  • Partner on Jira workflow redesign: AI-assisted ticket creation, SLA aging alerts, ticket-aging dashboard visibility, and a canned-response library to reduce manual handling.
  • Apply root-cause and problem-management skills to recurring defect patterns (e.g., product-key errors, reporting/tax defects, integration bugs) to eliminate repeat ticket volume at the source - targeting 50% reduction in escalated ticket volume within 3 months of root-cause remediation.
  • For accounts with recurring integration or configuration issues, proactively review setups and recommend preventive changes.
Cross-Functional Partnership & Mentorship
  • Act as a liaison with Development and Product on escalations, building consensus and driving follow-through without direct authority.
  • Advise clients on configuration and integration best practices during onboarding or major changes - proactively, not only in response to submitted tickets.
  • Mentor Support Analysts on troubleshooting methodology, root-cause discipline, and ticketing/Agile best practices.
  • Report progress on knowledge-base coverage, AI agent deployment, and automation initiatives to CS leadership on a periodic cadence.
Qualifications (Required)
  • 3+ years of application support experience in a SaaS, ERP, or complex software environment, with a demonstrated track record of root-cause analysis and problem resolution - not just ticket closure.
  • Demonstrated experience with knowledge management systems (Confluence or equivalent): content architecture, article authoring, and structured documentation practices.
  • Working proficiency with Jira (or equivalent issue-tracking platform), including workflow configuration, automation rules, and reporting/dashboard creation.
  • Sound understanding of API and web services technologies, database concepts, and email technology troubleshooting.
  • Demonstrated ability to work cross-functionally with Development, Product, and leadership stakeholders - influencing outcomes without direct authority.
  • Strong written and verbal communication skills, including the ability to present technical concepts to both technical and non-technical audiences (webinars, postmortems, executive updates).
  • Willingness and ability to work with AI tools in daily workflows; commitment to building AI proficiency as a core competency of the role.
Preferred Qualifications
  • Direct experience with Prism product suite (PrismCore, PrismWeb, PrismRBS, Ratex, or Prism Mobile).
  • Prior experience in a Problem Management, Customer Reliability Engineer, or Technical Support Engineer role with explicit root-cause/systems-thinking responsibilities.
  • Hands-on experience building or configuring AI agents, chatbots, or automated triage systems (any platform).
  • Experience with Agile/Scrum methodologies in a support or development-adjacent context.
  • Familiarity with higher-education retail, campus ERP, or Point of Sale/eCommerce environments.
  • Experience capturing institutional or tribal knowledge from subject-matter experts and converting it into structured, searchable documentation or training materials.

What Harris Computer employees say

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Benefits

Hours and flexibility

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About Harris Computer Systems

Sourced by ZipRecruiter

Harris Computer Systems, based in Ottawa, ON, CA, is an established player in the field of public sector software technology. Since its inception in 1976, the company has been striving to make clients' operations more efficient through reliable, practical, and flexible software solutions. Its extensive portfolio primarily serves utility, healthcare, public sector, and educational institutions, contributing to the betterment of public services through technology. Harris strongly believes in the value of forward-thinking technology and the power it has to drive progress for the public sector. This methodology is entirely in line with their mission to ensure customer success by providing reliable, practical, and robust software solutions.

Industry

Accounting services

Company size

1,001 - 5,000 Employees

Headquarters location

Ottawa, ON, CA

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