Senior Knowledge Management Specialist

Summary

Join Vanta as a Senior Knowledge Management Specialist and maintain a robust Help Center with 700+ articles. Collaborate with Product Managers and Product Marketing Managers to ensure accurate and up-to-date documentation aligned with product releases. Proactively identify content gaps, optimize searchability, and reduce missed searches. You will edit and enhance existing content, develop documentation standards, and provide training. Partner with the AI/chatbot team to enhance content discoverability. This role requires strong technical writing skills, experience managing large knowledge bases, and proficiency with knowledge management tools. Vanta offers competitive compensation, comprehensive benefits, flexible work arrangements, and a commitment to diversity and inclusion.

Requirements

• Bachelor’s degree or equivalent experience in Technical Writing, Communications, or a related field
• 5+ years of experience authoring and managing public-facing technical documentation
• Experience maintaining a large Help Center (700+ articles) and ensuring content quality at scale
• Proficiency with knowledge management tools (e.g., Zendesk, Intercom, ServiceNow, Confluence, SharePoint)
• Strong collaboration skills, mainly working cross-functionally with PMs, PMMs, and engineers
• Analytical mindset with experience using data to optimize content and improve search performance
• Excellent writing and editing skills, with the ability to simplify complex technical concepts
• Experience with SEO best practices and search optimization for knowledge bases
• Working knowledge of HTML and content management systems
• Ability to manage multiple projects simultaneously and meet tight deadlines

Responsibilities

• Maintain and update a public-facing Help Center with 700+ articles, ensuring content remains relevant, accurate, and easy to understand
• Partner with PMs and PMMs to create and publish new documentation in sync with product and feature releases
• Proactively identify content gaps through data analysis, user feedback, and search trends
• Optimize the Help Center to deflect tickets to support by improving self-service resources, search functionality, and content discoverability
• Launch initiatives to reduce missed search rates to below 5% through better taxonomy, metadata, and optimized article structure
• Edit and enhance existing knowledge base content to improve clarity, usability, and discoverability
• Develop and enforce documentation standards, templates, and best practices
• Provide training and guidance to internal teams on best practices for content creation and knowledge management
• Partner with the AI/chatbot team to enhance content discoverability and response quality

Preferred Qualifications

• Experience with AI-driven search optimization for knowledge bases
• Background in SaaS or cloud-based product documentation
• Familiarity with Camtasia or other video tools for documentation visuals

Benefits

• Industry-competitive compensation
• 100% covered medical, dental, and vision benefits with dependents coverage
• 16 weeks fully-paid parental Leave for all new parents
• Health & wellness and remote workplace stipends
• Family planning benefits through Carrot Fertility
• 401(k) matching
• Flexible work hours and location
• Open PTO policy
• 11 paid holidays in the US