Knowledge & Training Specialist

DataBank Holdings Ltd. is a leading provider of enterprise-class data center, cloud, and interconnection services, offering customers 100% uptime availability of data, applications, and infrastructure. DataBank's managed data center services are anchored in world-class facilities. Our customized technology solutions are designed to help customers effectively manage risk, improve their technology performance and allow them to focus on their core business objectives. DataBank is headquartered in the historic former Federal Reserve Bank Building, in downtown Dallas, TX.

DataBank is proud to be an Equal Opportunity Employer. Our work culture at DataBank does not discriminate based on actual or perceived race, creed, color, religion, alienage or national origin, ancestry, citizenship status, age, disability or handicap, sex, marital status, veterans' status, gender, gender identity, gender expression, genetic information, sexual orientation, or any other characteristic protected by applicable federal, state, or local law.

The Knowledge & Training Specialist (KTS) is responsible for maintaining the operational knowledge base for the Support Operations team. This role reports to the Sr. Manager of Support Experience and Enablement and partners with Tier 1 and Tier 2 engineers to document proven practices, develop training curricula, and create customer-facing self-service content. The KTS is a critical enabler of the Support Experience and Enablement team's mission to reduce ticket volume, improve first-contact resolution, and protect the quality and consistency of customer experience.

RESPONSIBILITIES:

• Knowledge Base Development
• Build and maintain Support Operations external knowledge base using KnowledgeOwl
• Document proven operational practices including Call Back Policy, TLC Process, Single Customer Critical Event, and Sales Tickets Policy before any structural changes are communicated
• Structure knowledge base content for dual use: internal engineer reference and future AI chatbot consumption
• Conduct regular reviews of KB articles for accuracy, relevance, and completeness
• Partner with Tier 1 and Tier 2 leads to identify knowledge gaps and prioritize documentation efforts
• Training Program Development
• Develop and deliver Cloud and Network training curricula for Tier 1 and Tier 2 engineers
• Coordinate with other department heads to to facilitate cross functional Training Sessions
• Build Tier 1 playbooks supporting the 45-55% first-contact resolution target
• Create a Tier 1-to-Tier 2 advancement path curriculum including skills assessments and competency benchmarks
• Design onboarding training materials for new engineers across all tiers
• Coordinate with Sr. Mgr, Support Experience and Enablement to align training priorities with operational metrics
• Customer-Facing Content
• Develop customer-facing self-service articles targeting high-volume, high-automation-potential ticket categories (password resets, patching status, resource status)
• Ensure customer content meets DataBank's communication standards and CX requirements
• Collaborate with the Reporting Analyst to measure self-service content effectiveness and deflection rates
• Quality & Continuous Improvement
• Monitor ticket patterns in partnership with the Automation Specialist to identify recurring issues suitable for documentation or automation
• Track knowledge base utilization and training completion metrics
• Maintain version control and change history for all documented practices

REQUIRED QUALIFICATIONS:

• Education
• Bachelor's degree in Information Technology, Technical Writing, Education, or related field; or equivalent work experience
• Experience
• 3+ years of experience in technical writing, knowledge management, or IT training in a managed services or enterprise IT environment
• Demonstrated experience building and maintaining a technical knowledge base
• Experience developing training curricula for technical audiences
• Technical Skills
• Proficiency with knowledge management platforms (KnowledgeOwl, Confluence, or similar)
• Strong understanding of Managed Services delivery models and common infrastructure technologies (Windows/Linux, networking, cloud, backup/recovery)
• Familiarity with ticketing systems (ServiceNow, ConnectWise, or similar)
• Ability to translate complex technical processes into clear, structured documentation
• Professional Skills
• Excellent written communication skills with a talent for clarity and concision
• Strong organizational skills with ability to manage multiple documentation projects simultaneously
• Collaborative working style with ability to extract knowledge from subject matter experts
• Detail-oriented with commitment to accuracy and consistency

PREFERRED QUALIFICATIONS

• Experience with AI chatbot content structuring or conversational design
• Background in ITIL or other IT service management frameworks
• Experience in a DataBank or comparable MSP environment
• Familiarity with LMS platforms for training delivery and tracking

BENEFITS

• Health, Vision and Dental Insurance Packages
• Short-Term and Long-Term Disability Insurance
• Life Insurance
• 401k with company match
• 3 weeks' Paid Time Off and Paid Holidays