[Hiring] Sr Support Services Analyst @Deltek

Role Description

As the recognized global standard for project-based businesses, Deltek delivers software and information solutions to help organizations achieve their purpose. Our market leadership stems from the work of our diverse employees who are united by a passion for learning, growing and making a difference.

• Leverage GenAI tools to author, edit, and publish high-quality knowledge articles, troubleshooting documents, FAQs, and SOPs for Deltek products.
• Apply KCS (Knowledge-Centered Service) v6 methodology to capture, structure, and continuously improve knowledge assets.
• Leverage GenAI tools (Claude, ChatGPT, Copilot, etc.) to automate bulk content creation, generate first drafts, and accelerate article production at scale.
• Transform complex support case resolutions, SME inputs, and product documentation into clear, customer-friendly knowledge articles.
• Meet and consistently deliver against monthly and quarterly content creation targets.
• Use GenAI tools to analyze user search query data and Coveo search analytics to identify content gaps.
• Analyze support case data to identify recurring issues, undocumented resolutions, and emerging product pain points that require new knowledge content.
• Produce regular content gap reports and prioritize article creation backlog in collaboration with management.
• With guidance, develop familiarity with Deltek's product lifecycle stages to recognize when recurring case patterns or heavily-used workarounds may signal opportunities beyond content creation.
• Partner closely with Support SMEs and Team Managers to extract tacit knowledge, validate technical accuracy, and obtain article approvals.
• Work with the Coveo SME and technical team to ensure content is optimized for search relevance, metadata tagging, and discoverability.
• Participate in KM related team meetings, content sprints, and knowledge quality review cycles.
• Ensure all published content adheres to Deltek's KM style guide, tone, formatting standards, and article templates.
• Perform periodic audits of existing knowledge base content to flag outdated, redundant, or inaccurate articles for revision.
• Track article performance metrics (views, deflection rates, feedback scores) & update content.

Qualifications

• 2–4 years in Knowledge Management, Technical Writing, Content Development, or a related field — ideally within a software support or SaaS environment.
• Working knowledge of KCS methodology and its application in a support knowledge base environment.
• Hands-on experience using Generative AI tools (Claude, ChatGPT, Gemini, or similar) for content creation, summarization, and analysis.
• Exceptional written English — ability to write clearly, concisely, and accurately for both technical and non-technical audiences.
• Comfort working with search analytics data, case reports, and query logs to derive content insights.
• Experience with knowledge base platforms (Salesforce Knowledge, Confluence, ServiceNow, or similar), CRM systems, & search platforms like Coveo is a plus.
• Ability to juggle multiple projects simultaneously and thrive under deadline.

Requirements

• Exposure to ERP, project management, or accounting software (Costpoint, Vantagepoint, Ajera, ComputerEase, or similar) is a significant advantage.
• KCS Practices certification or KCS v6 Fundamentals certification.
• Experience with Coveo or similar AI-powered enterprise search platforms.
• Familiarity with basic data querying or BI tools (Excel pivot tables, Power BI, Tableau) for analyzing content performance data.
• Awareness of software product lifecycle concepts and the ability to distinguish between content gaps, documentation gaps, and potential product improvement opportunities.
• Experience interacting with AI tools beyond basic prompting — such as refining system instructions, organizing knowledge for AI consumption, or evaluating how content structure impacts AI response quality.
• Content localization experience.

Benefits

• Deltek is committed to the protection and promotion of your privacy.
• We will process any Personal Data in accordance with applicable law and the statements contained in this Employment Candidate Privacy Notice.
• We have not sold and do not sell Personal Data you provide to us through the job application process.