[Hiring] 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.

• Execute on Deltek KM strategy in alignment with Support Services goals.
• Build and continuously evolve the KCS practice — driving adoption, compliance, and quality across the support organization.
• Establish the GenAI-powered content operations model that enables the team to produce high-quality knowledge content at scale, dramatically reducing manual effort and time-to-publish.
• Co-define aggressive KPIs and OKRs around content production velocity, knowledge base coverage, article quality scores, search deflection rates, and case reduction.

• Champion the use of GenAI tools (Claude, ChatGPT, Copilot, etc.) across all facets of KM — from content drafting and bulk generation to gap analysis, content auditing, and quality review.
• Perform AI-assisted content gap analysis — using Coveo search data, user query logs, and support case trends to continuously identify and close knowledge gaps.
• Partner with the tech team to explore automation opportunities — including AI pipelines that can ingest resolved cases and auto-generate draft knowledge articles for SME review.

• Act as the day-to-day functional anchor for the KM Specialist — providing direction on priorities, coaching on content quality and KCS practices, and reviewing output.
• Run structured content sprints, establish editorial calendars, and ensure on-time delivery against publishing targets across all Deltek product lines.
• Foster a culture of accountability, quality, and continuous improvement within the KM team.

• Serve as the primary KM point of contact for Support SMEs, Team Managers, and Support Leadership — building strong working relationships to ensure knowledge capture happens as close to case resolution as possible.
• Partner with the Coveo SME and technical team to optimize content for AI-powered search — including metadata strategy, relevance tuning, and content structure best practices.
• Present KM performance dashboards, gap analysis reports, and strategic updates to Support Operations leadership on a regular cadence.
• Partner with other Deltek departments (Engineering, Cloud, and others) to design and logic insight routing decision framework.
• Partner with cross-functional stakeholders to help build and refine the criteria for how recurring support patterns are triaged.

• Own the KM governance framework including style guides, article templates, review and approval workflows, content lifecycle policies, and audit schedules.
• Ensure published content is accurate, customer-ready, and optimized for findability and deflection impact.
• Oversee knowledge base health audits and drive resolution of stale, redundant, or low-performing content.

Qualifications

• 6–10 years of experience in Knowledge Management, Technical Content Strategy, or a related discipline — with at least 2 years in a team leadership or management role.
• Deep, hands-on expertise with KCS v6 methodology — including program design, adoption strategies, and quality measurement. KCS Practices or KCS v6 certification strongly preferred.
• Strong, demonstrated experience using Generative AI tools for content operations.
• Strong ability to work with Coveo (or equivalent) search analytics, case data, and content performance metrics.
• Demonstrated ability to drive methodology adoption and cultural change within support or content organizations.
• Excellent written and verbal communication skills in English; ability to influence senior stakeholders.
• Proficiency with knowledge base platforms (Salesforce Knowledge, Confluence, ServiceNow, or similar), enterprise search platforms and project/task management tools.
• Ability to develop an understanding of where products sit in their lifecycle.

Requirements

• Prior experience supporting or working within a SaaS/ERP software support organization.
• Familiarity with ERP or similar enterprise SaaS software.
• Experience building or scaling a KM function from the ground up.
• Exposure to case deflection measurement, self-service optimization, and CS metrics.
• KCS Trainer or Coach certification is a strong differentiator.
• Experience with or exposure to configuring AI-powered support systems.

Company Description

Deltek’s award winning Support Services team provides best-in-class assistance to Deltek’s customers across the world via phone, chat and email. Our team is comprised of a group of diverse, collaborative and passionate professionals who come from varying industries, backgrounds and professions.