Knowledge Base Manager

Location: Remote within Bulgaria or Romania

Company

hirify.global is an IT services company supporting enterprise technology environments.

What you will do

• Create and maintain knowledge base articles covering incidents, known errors, workarounds, procedures, and resolution steps.
• Document administrative tools, user management, database queries, backend configuration, and internal procedures.
• Work with analysts, developers, and support teams to capture and validate technical knowledge.
• Produce technical FAQs, troubleshooting guides, web-based documentation, and multimedia support materials for L1/L2 teams.
• Manage the full knowledge base lifecycle, including reviews, updates, versioning, and archiving obsolete content.
• Analyze recurring support issues and convert them into reusable knowledge articles while maintaining documentation standards.

Requirements

• University degree at EQF Level 7 with 5+ years of IT experience, or EQF Level 6 with 7+ years of IT experience.
• Strong experience creating technical support and troubleshooting documentation.
• Expertise with Confluence, SharePoint, ServiceNow Knowledge, Jira, or similar platforms.
• Ability to document admin consoles, SQL basics, APIs, and backend support processes.
• Knowledge of HTML/CSS and experience creating screen recordings or similar visual support materials.
• English or French proficiency at B2 level or higher.

Culture & Benefits

• Remote work arrangement within Bulgaria or Romania.
• Collaboration with analysts, developers, and support teams in an international environment.
• Work supporting enterprise systems used in a large European public-sector environment.