Job Position

The Knowledge & Resource Specialist is responsible for the development, maintenance, and continuous improvement of the organization’s online support center—including the knowledge base, FAQs, and automated workflows. This role plays a critical part in reducing reliance on live support by ensuring that self-service resources are accurate, accessible, and aligned with ITIL best practices. The Knowledge & Resource Specialist reports to the Manager, Support Center.

• Oversee the creation, maintenance, and continuous improvement of the online support center, including the knowledge base, FAQs, and automated workflows.
• Provide Services Owners with ongoing reporting and feedback on service and product support, highlighting areas for improved content or updates to existing resources.
• Act as the liaison between Services Owners and Member Care, ensuring effective communication and prompt resolution of identified gaps.
• Leverage the ITIL framework to standardize documentation, service processes, and workflows.
• Identify information gaps and coordinate the development of new content.
• Regularly update and review existing resources to ensure accuracy and relevance to current support needs.
• Develop, implement, and maintain comprehensive scripts to ensure consistent messaging across all communication channels.
• Work with the support center manager to ensure customer service training materials reflect the most up-to-date information.
• Collaborate with support agents and other stakeholders to incorporate user feedback into resource enhancements.
• Performs other job-related duties as assigned.

• Knowledge of: Management principles, methodologies, and best practices. Familiarity with various KM system architectures and functionalities (e.g., content creation, approval workflows, search optimization, user analytics); system administration best practices, including configuration, customization, maintenance, security, and data integrity; SDLC phases, particularly related to application releases, testing, documentation, and deployment; ITSM frameworks (e.g., ITIL) and concepts related to incident management, service requests, and problem management; data analysis techniques and reporting tools to extract insights from system data (e.g., call volume, staffing, knowledge usage); creating clear, concise, and accurate technical documentation for systems and knowledge articles; the dynamics of a support center, including call routing, scheduling, and workload management; software licensing models and maintenance agreements; hardware and software planning and budgeting considerations.
• Skill in: administering, configuring, and maintaining a Knowledge Management System (KMS). This includes content management, user access control, and system optimization; configuring, customizing, and maintaining enterprise-level applications. This includes performing upgrades, troubleshooting, and ensuring data integrity; diagnosing and resolving technical issues related to applications, software, and systems; analyzing data, generating reports, and presenting insights related to support center metrics and knowledge usage. Proficiency with reporting tools (e.g., Excel, specialized reporting software); creating clear knowledge articles, documentation, and reports. Strong verbal communication for consulting with SMEs, providing training, and presenting findings; utilizing problem-solving skills to identify root causes of issues and develop effective solutions; meticulous attention to detail for system configuration, data accuracy, and knowledge article content.
• Ability to: Prioritize tasks and manage multiple responsibilities effectively in a dynamic environment; coordinate tasks, resources, and timelines for system releases, upgrades, and knowledge management initiatives; provide training to end-users on new system features or knowledge management processes; work effectively with cross-functional teams, including IT, subject matter experts, and support center staff; quickly learn and adapt to new technologies, applications, and system functionalities; translate complex technical information into easily understandable knowledge articles for various audiences; identify opportunities for process improvement and efficiency gains within the support center and knowledge management; proactively identify and address potential system or knowledge gaps; provide leadership and guidance in responding to incidents and service requests; effectively consult with IT management on system design and user acceptance; maintain composure and effectiveness in high-pressure situations.

High School Diploma or GED equivalency.

• Minimum of three (3) years of experience in ­­­a technical support, system administration, or application support role. Prior experience with technical writing and Crystal Reports. Demonstrated experience with administering, configuring, and maintaining enterprise-level applications. Proven experience in developing and/or managing a Knowledge Management System (KMS), including content creation, organization, and maintenance. Experience with data analysis and reporting, particularly related to support center metrics (call volume, staffing, etc.). Experience providing technical support and troubleshooting for software and systems.
• Must pass a criminal background check.

ITIL Foundations v3 or above and Knowledge-Centered Support (KCS) Principles preferred.

Scouting America is an equal-opportunity employer. Benefits include major medical, prescription coverage, dental, vision, life insurance, short and long-term disability, accidental death, and a Match Savings plan. We also offer a generous PTO policy and Scouting America holiday observances.

Since 1910, Scouting America has encouraged personal growth by teaching youth how to set goals and achieve them with determination. Scouting America promotes a culture where youth, volunteers, and employees feel a sense of belonging-where every person feels respected and valued. We welcome families of all backgrounds to help prepare young people to serve as successful members and leaders of our nation’s diverse communities. Join us and help us mold the future leaders of America!

Bachelor’s degree in information technology, Computer Science, Information Systems, or a related field from an accredited college or university. Experience in a support center environment. Experience in coordinating system upgrades or new application releases.