Cisco Digital Knowledge Management Specialist 

United States, Texas, Austin 

428433003

Create and maintain solutions that provide resolution to user issues, optimized help desk agent instructions for advising Cisconians, and content to improve business processes. The intended outcome is leading with self-help and faster issue resolution, resulting in improved employee satisfaction with the overall support experience.

• Work with Content Owners as needed to write and edit user self-help articles for common technical issues. Clarity is essential as these articles feed AI tools to provide personalized solutions.
• Review existing content for assigned product areas to improve user experiences with search and IT issue resolution.
• Write advisor-facing content for Help Desks to use when providing support to guide problem resolution.
• Generate and edit screen captures to support content.
• Review employee feedback to improve content.

• 3+ years of experience in writing creative, simple, user-focused, support content.
• 1+ years of professional experience in diagnosing and resolving technical issues on operating systems, including Windows, Mac, iOS, and Android.
• Demonstrated exceptional writing and editing skills following a style guide.
• Proven knowledge of HTML and CSS.
• Experience with exploring AI tools to improve content and efficiency.

• 5+ years of experience in writing creative, simple, user-focused, support related content.
• 2+ years of professional experience in resolving technical issues.
• Knowledge and experience with Agile practices.
• Familiarity with ServiceNow Content Management System.
• Superb communication and strategic planning skills, while being self-motivated with a focus on execution.