Job Details
Premier Technical Support Manager NA
Position ID #:
Location: Beijing, China
Functional Area: TSD ISS - Services Knowledge Management and Enablement
Band:
Education Required: Bachelor’s degree or equivalent
Experience Required: 3-5 Years
Relocation Provided: NO
Travel Percent: 0.00
Position Description:
We're seeking a Knowledge Management Specialist to continue to grow and enhance how our organization captures, governs, and delivers high-quality internal knowledge while driving AI-enhanced capabilities that improve search, problem resolution, and user experience. You'll help with the enablement of users, bug fixes, and act as a critical bridge between teams helping to translate bugs and technical issues into clear communications, ensuring smooth fixes and adoption of new capabilities, and maintaining knowledge workflows that are accurate, scalable, and AI-ready. This role combines hands-on knowledge management expertise with strategic thinking about how AI can amplify our organization's collective intelligence.
Key Responsibilities:
?Translate complex issues around AI and knowledge platform initiatives into clear communications, including release notes, adoption guides, and bug fixes.
?Partner with development teams to gather and further requirements, track progress, and ensure seamless implementation and user adoption of platform enhancements
?Drive knowledge management governance, including taxonomy design and maintenance, content lifecycle management, duplicate prevention, and quality assurance workflows
?Enhance knowledge discoverability by optimizing content structure, metadata standards, and information architecture to enable AI-powered retrieval and consistent answers across systems
?Create and maintain bilingual documentation, training materials, and change management resources in English and Chinese
Basic Qualifications:
?3+ years of hands-on experience with enterprise knowledge management systems and workflows, including taxonomy development, content governance, lifecycle management, and quality controls
?Bilingual fluency in Chinese and English (written and spoken)
?Working knowledge of AI technologies relevant to knowledge management, such as LLM-based search, retrieval-augmented generation (RAG), or semantic knowledge modeling is a plus.
?Written and verbal communication skills with proven ability to distill complex technical issues into clear, actionable guidance for diverse audiences
?The ability to trouble shoot users issues to determine root cause and help implement resolution.
?Strong cross-functional collaboration skills and comfort working in fast-paced, evolving environments
Preferred Qualifications:
?Familiarity with AI-enhanced KM architecture, including knowledge graphs, vector databases, semantic search, or embedding models is a plus.
?Background in change management, user enablement, or training development for AI-driven or digital transformation initiatives
?Experience with knowledge analytics and metrics-driven optimization
?Technical writing or content design experience in enterprise software environments