Job Description
Company Summary As the recognized global standard for project-based businesses, Deltek delivers software and information solutions to help organizations achieve their purpose. Our market leadership stems from the work of our diverse employees who are united by a passion for learning, growing and making a difference. At Deltek, we take immense pride in creating a balanced, values-driven environment, where every employee feels included and empowered to do their best work. Our employees put our core values into action daily, creating a one-of-a-kind culture that has been recognized globally. Thanks to our incredible team, Deltek has been named one of America's Best Midsize Employers by Forbes, a Best Place to Work by Glassdoor, a Top Workplace by The Washington Post and a Best Place to Work in Asia by World HRD Congress. www.deltek.com External Job Title Senior Knowledge Management Specialist Position Responsibilities Key Responsibilities Knowledge Creation & Content Development Leverage GenAI tools to author, edit, and publish high-quality knowledge articles, troubleshooting documents, FAQs, and SOPs for Deltek products. Apply KCS (Knowledge-Centered Service) v6 methodology to capture, structure, and continuously improve knowledge assets. Leverage GenAI tools (Claude, ChatGPT, Copilot, etc.) to automate bulk content creation, generate first drafts, and accelerate article production at scale. Transform complex support case resolutions, SME inputs, and product documentation into clear, customer-friendly knowledge articles. Meet and consistently deliver against monthly and quarterly content creation targets. AI-Powered Content Gap Analysis Use GenAI tools to analyze user search query data and Coveo search analytics to identify content gaps — topics users are searching for but finding no or poor results on. Analyze support case data to identify recurring issues, undocumented resolutions, and emerging product pain points that require new knowledge content. Produce regular content gap reports and prioritize article creation backlog in collaboration with management. With guidance, develop familiarity with Deltek's product lifecycle stages to recognize when recurring case patterns or heavily-used workarounds may signal opportunities beyond content creation — flagging trends to management that may warrant documentation team engagement or product feedback rather than additional knowledge articles. Collaboration & Stakeholder Engagement Partner closely with Support SMEs and Team Managers to extract tacit knowledge, validate technical accuracy, and obtain article approvals. Work with the Coveo SME and technical team to ensure content is optimized for search relevance, metadata tagging, and discoverability. Participate in KM related team meetings, content sprints, and knowledge quality review cycles. Content Quality & Governance Ensure all published content adheres to Deltek's KM style guide, tone, formatting standards, and article templates. Perform periodic audits of existing knowledge base content to flag outdated, redundant, or inaccurate articles for revision. Track article performance metrics (views, deflection rates, feedback scores) & update content. Work Location India (Remote) Qualifications Required Qualifications Experience: 2–4 years in Knowledge Management, Technical Writing, Content Development, or a related field — ideally within a software support or SaaS environment. KCS Proficiency: Working knowledge of KCS methodology and its application in a support knowledge base environment. GenAI Fluency: Hands-on experience using Generative AI tools (Claude, ChatGPT, Gemini, or similar) for content creation, summarization, and analysis. Ability to write effective prompts to produce production-quality outputs. Writing Skills: Exceptional written English — ability to write clearly, concisely, and accurately for both technical and non-technical audiences. Analytical Mindset: Comfort working with search analytics data, case reports, and query logs to derive content insights. Tool Proficiency: Experience with knowledge base platforms (Salesforce Knowledge, Confluence, ServiceNow, or similar), CRM systems, & search platforms like Coveo is a plus. Adaptability: Ability to juggle multiple projects simultaneously and thrive under deadline. Advantageous Qualifications Exposure to ERP, project management, or accounting software (Costpoint, Vantagepoint, Ajera, ComputerEase, or similar) is a significant advantage. KCS Practices certification or KCS v6 Fundamentals certification. Experience with Coveo or similar AI-powered enterprise search platforms. Familiarity with basic data querying or BI tools (Excel pivot tables, Power BI, Tableau) for analyzing content performance data. Awareness of software product lifecycle concepts and the ability to distinguish between content gaps, documentation gaps, and potential product improvement opportunities. Experience interacting with AI tools beyond basic prompting — such as refining system instructions, organizing knowledge for AI consumption, or evaluating how content structure impacts AI response quality. Content localization experience Travel Requirements No Position Type FT Applicant Privacy Notice Deltek is committed to the protection and promotion of your privacy. In connection with your application for employment with us at Deltek, it is necessary for us to collect, store and use information about you (“Personal Data”) to administer and evaluate your application. We are the “controller” of the Personal Data you provide us and will process any such Personal Data in accordance with applicable law and the statements contained in this Employment Candidate Privacy Notice . Additionally, we have not sold and do not sell Personal Data you provide to us through the job application process. Business Summary Deltek’s award winning Support Services team provides best-in-class assistance to Deltek’s customers across the world via phone, chat and email. Our team is comprised of a group of diverse, collaborative and passionate professionals who come from varying industries, backgrounds and professions. Our diversity and passion is our strength, so however you identify and whatever background you bring, we invite you to explore our team as a potential next step in your career!