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Knowledge Management Lead
Replicon
- Saint Paul, Illinois, United States
- Saint Paul, Illinois, United States
About
Execute on Deltek KM strategy in alignment with Support Services goals.
Build and continuously evolve the KCS practice driving adoption, compliance, and quality across the support organization.
Establish the GenAI-powered content operations model that enables the team to produce high-quality knowledge content at scale, dramatically reducing manual effort and time-to-publish.
Co-define aggressive KPIs and OKRs around content production velocity, knowledge base coverage, article quality scores, search deflection rates, and case reduction.
AI-Driven Content Operations
Champion the use of GenAI tools (Claude, ChatGPT, Copilot, etc.) across all facets of KM — from content drafting and bulk generation to gap analysis, content auditing, and quality review.
Perform AI-assisted content gap analysis — using Coveo search data, user query logs, and support case trends to continuously identify and close knowledge gaps.
Partner with the tech team to explore automation opportunities — including AI pipelines that can ingest resolved cases and auto-generate draft knowledge articles for SME review.
Functional Team Guidance
Act as the day-to-day functional anchor for the KM Specialist — providing direction on priorities, coaching on content quality and KCS practices, and reviewing output.
Run structured content sprints, establish editorial calendars, and ensure on-time delivery against publishing targets across all Deltek product lines.
Foster a culture of accountability, quality, and continuous improvement within the KM team.
Stakeholder Collaboration
Serve as the primary KM point of contact for Support SMEs, Team Managers, and Support Leadership — building strong working relationships to ensure knowledge capture happens as close to case resolution as possible.
Partner with the Coveo SME and technical team to optimize content for AI-powered search — including metadata strategy, relevance tuning, and content structure best practices.
Present KM performance dashboards, gap analysis reports, and strategic updates to Support Operations leadership on a regular cadence.
Partner with other Deltek departments (Engineering, Cloud, and others) to design and logic insight routing decision framework: evaluate recurring case patterns and workaround frequency to determine when an issue has crossed the threshold from "document it" to "raise it” partnering with Product Management and Engineering leadership to surface support-driven intelligence that influences product direction.
Partner with cross-functional stakeholders to help build and refine the criteria for how recurring support patterns are triaged — whether they call for knowledge base workarounds, formal documentation updates, or product feedback — contributing the KM team's frontline visibility into case trends as a key input to those decisions.
Content Quality & Governance
Own the KM governance framework including style guides, article templates, review and approval workflows, content lifecycle policies, and audit schedules.
Ensure published content is accurate, customer-ready, and optimized for findability and deflection impact.
Oversee knowledge base health audits and drive resolution of stale, redundant, or low-performing content.
Role & Responsibilities Preferred Candidate Profile #J-18808-Ljbffr
Languages
- English
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