Sr. Knowledge Management Specialist

Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud the AI-powered Experience Orchestration platform organizations can accelerate growth by delivering empathetic personalized experiences at scale to drive customer loyalty workforce engagement efficiency and operational improvements.

We employ more than 6000 people across the globe who embrace empathy and cultivate collaboration to succeed. And while we offer great benefits and perks like larger tech companies our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together.

Sr. Knowledge Management Specialist

Role Summary:

Genesys is seeking a proactive Knowledge Management & Service Desk Enablement Specialist to join the Global Service Desk (GSD) team in this role you will drive continuous improvement in service desk performance by identifying knowledge gaps enhancing content quality and enabling support teams through structured training onboarding and knowledge-sharing initiatives.

As a key partner to Support Operations QA and Training you will drive the effectiveness of the service desk knowledge ecosystem ensuring agents have timely access to accurate actionable knowledge. This will enable consistent high-quality customer experiences and measurable improvements in operational efficiency and support outcomes.

Key Responsibilities:

Knowledge Strategy Performance & Continuous Improvement

• Analyze service desk data (tickets escalations trends) to identify knowledge gaps and improvement opportunities.

• Conduct audits of incidents and requests to uncover training and documentation needs.

• Define and manage KPIs to measure the effectiveness of the knowledge ecosystem (usage quality search success deflection).

• Use data-driven insights to improve knowledge content training effectiveness and support outcomes.

• Drive initiatives to improve first call resolution reduce escalations and enhance agent productivity.

• Partner with team leads QA and SMEs to prioritize improvements and convert tribal knowledge into reusable assets.

Training Enablement & Knowledge Adoption

• Deliver knowledge-sharing sessions refresher trainings and upskilling programs.

• Lead new hire onboarding on tools processes and product knowledge.

• Develop targeted learning plans based on recurring issues and performance insights.

• Promote a culture of knowledge sharing and continuous learning across the service desk.

Knowledge Management & Governance

• Own and maintain knowledge assets including KB articles SOPs runbooks and ServiceNow content.

• Establish and enforce governance models content standards and review processes.

• Perform periodic audits to ensure relevance usability and compliance.

• Enhance content structure tagging and searchability to improve self-service adoption.

• Manage and optimize knowledge across platforms such as ServiceNow and internal repositories.

AI & Automation

• Leverage AI tools to identify knowledge gaps trends and content improvement opportunities from support data and user interactions.

• Use generative AI to create summarize and standardize knowledge content while ensuring accuracy and compliance.

• Partner with chatbot and virtual agent teams to enable knowledge reuse and improve AI-driven self-service effectiveness.

Required Qualifications:

• Bachelors degree in business Information Systems Computer Science or a related field.

• 47 years of experience in Knowledge Management IT Service Management or Support Enablement roles.

• Hands-on experience with ServiceNow Knowledge Management or similar platforms.

• Strong understanding of service desk operations incident management and IT support workflows.

• Experience designing or implementing AI-ready knowledge frameworks governance models and content strategies.

• Solid understanding of AI/automation concepts in knowledge management and support environments.

• Proven ability to analyze support data and translate insights into actionable improvements.

• Excellent communication collaboration training and facilitation skills.

Preferred Qualifications:

• Experience in SaaS Cloud or Customer Experience (CX) environments.

• Familiarity with AI-powered knowledge systems chatbots or virtual assistants.

• Working knowledge of ITIL practices or KCS (Knowledge-Centered Service) methodology.

• Experience working with global cross-functional support teams.

• Exposure to QA frameworks audit processes and service desk performance metrics.

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About Genesys:

Genesys empowers more than 8000 organizations worldwide to create the best customer and employee experiences. With agentic AI at its core Genesys Cloud is the AI-Powered Experience Orchestration platform that connects people systems data and AI across the enterprise. As a result organizations can drive customer loyalty growth and retention while increasing operational efficiency and teamwork across human and AI workforces. To learn more visit.

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Genesys is an equal opportunity employer committed to fairness in the workplace. We evaluate qualified applicants without regard to race color age religion sex sexual orientation gender identity or expressionmarital status domestic partner statusnational origin genetics disabilitymilitary andveteran status and other protected characteristics.

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