Flexible work model
Work from home, from the office, or in a hybrid format that supports focus and collaboration.
ABOUT THE ROLE
In this role, you will work as a Knowledge Base Manager supporting enterprise systems used for grants, experts, and procurement management within a large European public-sector environment.
You will create, maintain, and continuously improve technical knowledge content for support teams, ensuring that incidents, known errors, workarounds, procedures, and troubleshooting guidance are documented clearly and consistently.
RESPONSIBILITIES
- Create and maintain Knowledge Base articles covering known errors, workarounds, and resolution steps
- Document internal procedures aligned with legal, financial, and business requirements
- Work with analysts, developers, and support teams to capture and validate technical knowledge
- Create documentation for administrative tools, user management, database queries, and backend configuration
- Produce technical FAQs and troubleshooting guides for L1/L2 support teams
- Manage the full KB lifecycle, including reviews, updates, versioning, and archiving obsolete content
- Analyze recurring support issues and convert them into reusable knowledge articles
- Maintain documentation standards, templates, and style guidelines
- Create web-based and multimedia support materials when needed
REQUIREMENTS
- University degree corresponding to EQF Level 7 with 5+ years of IT experience, or EQF Level 6 with 7+ years of IT experience
- Strong experience creating troubleshooting and technical support documentation
- Expert knowledge of Confluence, SharePoint, ServiceNow Knowledge, Jira, or similar platforms
- Ability to understand and document admin consoles, SQL basics, APIs, and backend support processes
- Knowledge of HTML/CSS for web-based documentation
- Experience creating screen recordings or similar visual support materials
- Strong understanding of incident, problem, and change management contexts
- Excellent writing, communication, and interpersonal skills
- Strong analytical skills with the ability to identify patterns across support tickets
- Ability to quickly understand complex technical and business processes
- Ability to work independently and collaboratively in international teams
- English or French proficiency at B2 level or higher
SoftServe is an equal opportunity employer. Qualified applicants will receive consideration regardless of race, color, ancestry, ethnicity, national origin, religion, sex, sexual orientation, gender identity or expression, age, citizenship, disability, health condition, marital or family status, veteran status, or any other characteristic protected by applicable law.
Role Summary
Location
Bulgaria, Romania
Work type
Remote/Office
Direction
Project Management
Subdirection
Project Management
Tech level
Senior
Apply Now
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About us
We are a digital engineering and technology consulting company where expertise grows alongside people. For more than 30 years, we have been elevating technology: helping organizations navigate complex business challenges by combining deep engineering knowledge with thoughtful, research-backed innovation. Our teams work across key areas: digital engineering, data and analytics, Сloud, and AI/ML. In each, we deliver practical, scalable solutions rooted in real business needs and measurable human impact.
You bring your perspective and ambition. We create an environment where your work meets clarity, confidence, and purpose.
We offer
Compensation & Benefits
Competitive, market-based pay, benchmarked by role and location — plus health coverage, paid time off, wellness support, and learning opportunities.
People-first Leadership
Approachable leaders who communicate openly, keep teams close to the strategy, and support long-term planning.
Advanced tech communities
Stay close to AI/ML, Cloud, Quantum Computing, IoT, and Robotics communities, with projects built on modern frameworks.