Knowledge Management Support Specialist

We are looking for a Knowledge Management Support Specialist to establish and maintain support processes by gathering knowledge, creating detailed documentation and ensuring the Global Service Desk operates with up-to-date instructions and educational programs.

Experience the freedom of remote work from anywhere in Georgia, whether from the comfort of your home, our modern offices in Tbilisi and Batumi or a coworking space in Kutaisi.

Responsibilities

• Gather knowledge from different sources required for establishing and maintaining the support process
• Create detailed instructions for Global Service Desk operators from scratch
• Update Global Service Desk / Client's Knowledge Base and keep instructions up-to-date
• Identify gaps in the current processes and suggest improvements and updates to them
• Share knowledge and information within the department and the whole organization
• Check Global Service Desk operators' knowledge of new and updated support processes
• Communicate with L2 / L3 specialists
• Create and update educational programs for Global Service Desk operators

Requirements

• Background in support, as a Technical Writer or BA would be of great advantage
• Proficiency in English at B2+ level and higher
• Excellent verbal and written communication skills
• Capability to remain stress-resistant and cool-headed in tough situations
• Competency in handling and structuring high volumes of information
• Skills in analytical thinking and identifying dependencies and inconsistencies in processes
• Strong problem-solving and research skills
• Advanced troubleshooting and multitasking skills
• Capability to work in a team and think as a team
• Motivated, organized and responsible with quick learning ability and attention to detail

Nice to have

• Proficiency in Russian at B2+ level and higher

We offer

• We connect like-minded people
• Delivering innovative solutions to industry leaders, making a global impact
• Enjoyable working environment, whether it is the vibrant office or the comfort of your own home
• Opportunity to work abroad for up to two months per year
• Relocation opportunities within our offices in 55+ countries
• Corporate and social events
• We invest in your growth
• Leadership development, career advising, soft skills and well-being programs
• Certifications, including GCP, Azure and AWS
• Unlimited access to EPAM's internal learning database
• Free English classes with certified teachers
• We cover it all
• Participation in the Employee Stock Purchase Plan
• Monetary bonuses for engaging in the referral program
• Comprehensive medical & family care package
• Five trust days per year (sick leave without a medical certificate)
• Benefits package (sports activities, a variety of stores and services)
  

EPAM is global leader in AI transformation engineering and integrated consulting, serving Forbes Global 2000 companies and ambitious startups. With over thirty years of expertise in custom software, product and platform engineering, we empower our clients to become AI-Native enterprises, driving measurable value from innovation and digital investments.