Knowledge & Training Specialist

About DataBank

DataBank Holdings Ltd. is an enterprise data center, cloud, and interconnection services provider focused on delivering highly available infrastructure and applications. Its managed data center offerings are delivered from world-class facilities, and its tailored technology solutions are built to help customers reduce risk, strengthen performance, and stay focused on core business goals. The company is headquartered in the former Federal Reserve Bank Building in downtown Dallas, Texas.

DataBank is an equal opportunity employer and maintains a workplace culture that does not discriminate on the basis of race, creed, color, religion, alienage or national origin, ancestry, citizenship status, age, disability or handicap, sex, marital status, veteran status, gender, gender identity, gender expression, genetic information, sexual orientation, or any other status protected by federal, state, or local law.

Role Summary

The Knowledge & Training Specialist supports the Support Operations team by managing the operational knowledge base, working closely with Tier 1 and Tier 2 engineers, and building training materials and customer self-service content. Reporting to the Senior Manager of Support Experience and Enablement, this role helps reduce ticket volume, improve first-contact resolution, and keep the customer experience consistent and high quality.

Key Responsibilities

This position owns knowledge documentation, training content, and continuous improvement across support processes.

• Develop and maintain the external Support Operations knowledge base in KnowledgeOwl.
• Document established operational practices such as Call Back Policy, TLC Process, Single Customer Critical Event, and Sales Tickets Policy before any structural change is shared.
• Organize content so it can support both internal engineer reference and future AI chatbot use.
• Review knowledge base articles regularly to keep information accurate, current, and complete.
• Work with Tier 1 and Tier 2 leads to identify documentation gaps and decide what should be prioritized.
• Create and deliver cloud and network training programs for Tier 1 and Tier 2 engineers.
• Partner with department leaders to run cross-functional training sessions.
• Build Tier 1 playbooks that support the 45–55% first-contact resolution goal.
• Design a Tier 1 to Tier 2 growth curriculum with skills checks and competency standards.
• Prepare onboarding materials for new engineers across all levels.
• Coordinate with the Senior Manager of Support Experience and Enablement so training priorities match operational metrics.
• Create customer-facing self-service articles for high-volume, highly automatable issues such as password resets, patching status, and resource status.
• Ensure all customer content follows DataBank’s communication expectations and customer experience standards.
• Work with the Reporting Analyst to evaluate self-service performance and deflection outcomes.
• Monitor ticket trends with the Automation Specialist to spot recurring issues that should be documented or automated.
• Track usage of the knowledge base and completion of training programs.
• Maintain version history and change records for all documented practices.

Required Qualifications

• Bachelor’s degree in Information Technology, Technical Writing, Education, or a related discipline, or equivalent practical experience.
• At least 3 years of experience in technical writing, knowledge management, or IT training within managed services or enterprise IT.
• Proven experience creating and maintaining a technical knowledge base.
• Experience designing training programs for technical audiences.
• Hands-on familiarity with knowledge management tools such as KnowledgeOwl, Confluence, or similar platforms.
• Good understanding of managed services delivery and common infrastructure technologies, including Windows/Linux, networking, cloud, and backup/recovery.
• Exposure to ticketing systems such as ServiceNow, ConnectWise, or comparable tools.
• Ability to turn complex technical workflows into clear, well-structured documentation.
• Strong written communication skills with an emphasis on clarity and brevity.
• Strong organization and multitasking ability across several documentation projects.
• Collaborative approach with the ability to gather information from subject matter experts.
• High attention to detail and a consistent focus on accuracy.

Preferred Qualifications

• Experience structuring content for AI chatbots or conversational interfaces.
• Familiarity with ITIL or another IT service management framework.
• Prior experience in a DataBank-like or other managed service provider environment.
• Exposure to learning management systems for training delivery and tracking.

Benefits

• Health, vision, and dental insurance coverage.
• Short-term disability and long-term disability insurance.
• Life insurance.
• 401(k) plan with company match.
• 3 weeks of paid time off plus paid holidays.

Additional Information

This opportunity is based in Dallas, Texas and is a full-time onsite role. The role is focused on support operations enablement, documentation quality, training development, and continuous improvement. DataBank is committed to equal employment opportunity and a non-discriminatory workplace.