Knowledge Coordinator - Intermediate Document Control Support

Description -

The Knowledge Coordinator manages content feedback and documentation requests from intake through closure. This role combines request coordination, stakeholder communication, light content editing, workflow administration, and basic AI-assisted process improvement to help keep knowledge and support content accurate, useful, and current.

Applies intermediate subject-matter knowledge to resolve common business issues of moderate complexity. Works independently within defined practices and procedures, interprets established policies, analyzes information, and recommends appropriate actions. Contributes as an informed team member and may provide limited direction for small projects or workstreams.

Key Responsibilities

• Manage knowledge feedback and content requests from intake through validation and closure, resolving straightforward updates or routing work to the appropriate owner.
• Coordinate with content, product, support, translation, and technical teams to clarify requirements, track progress, and escalate delays or priority issues.
• Perform light editing of knowledge articles, support documentation, metadata, process instructions, templates, and workflow content.
• Maintain request workflows, ticket status, forms, and process documentation in Jira or similar tools.
• Create, test, and refine basic AI prompts and low-complexity automations using approved tools and practices.
• Verify completed updates for accuracy, clarity, consistency, and alignment with the original request and established standards.
• Monitor request trends and operational metrics to identify recurring feedback, content gaps, and process improvements.

Tools and Platforms

• Jira or comparable request-management platform
• RWS/Tridion or a comparable content-management system
• Power BI or similar reporting tools
• CoPilot, ChatGPT, or other Generative AI tools and basic workflow-automation platforms

Education and Experience

• Bachelor’s degree in Technical Communication, English, Communications, Information Management, Computer Science, or a related field; or equivalent practical experience.
• Typically 2–4 years of experience in technical writing, content operations, knowledge management, documentation coordination, or a related field. An advanced degree may substitute for some experience.
• Experience working with request-management, content-management, or workflow tools is preferred.

Preferred Certifications

• Certified Document Controller (CDC)

Knowledge & Skills

• Knowledge and content request management
• Technical writing and light copyediting
• Technical and support documentation
• Knowledge management and content lifecycle practices
• Workflow coordination and ticket administration
• Jira, content-management systems, and reporting tools
• Basic prompt writing and AI-assisted content workflows
• Low-complexity automation and process improvement
• Quality review, attention to detail, and follow-through
• Stakeholder communication and cross-functional collaboration
• Data tracking, trend analysis, and operational reporting
• Customer focus, digital fluency, learning agility, and results orientation

Impact & Scope

• Supports the immediate team and adjacent stakeholders by keeping content requests organized, progressing, and completed to standard.
• Improves the accuracy, consistency, and usability of knowledge and support content through timely coordination and low-complexity updates.

Complexity

• Resolves routine to moderately complex requests within established guidelines and identifies when an issue requires escalation or specialist support.

Disclaimer
• This job description describes the general nature and level of work performed in this role. It is not intended to be an exhaustive list of all duties, skills, responsibilities, knowledge, etc. These may be subject to change and additional functions may be assigned as needed by management.

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Equal Opportunity Employer (EEO) - 

HP, Inc. provides equal employment opportunity to all employees and prospective employees, without regard to race, color, religion, sex, national origin, ancestry, citizenship, sexual orientation, age, disability, or status as a protected veteran, marital status, familial status, physical or mental disability, medical condition, pregnancy, genetic predisposition or carrier status, uniformed service status, political affiliation or any other characteristic protected by applicable national, federal, state, and local law(s).

Please be assured that you will not be subject to any adverse treatment if you choose to disclose the information requested. This information is provided voluntarily. The information obtained will be kept in strict confidence.

For more information, review HP’s EEO Policy or read about your rights as an applicant under the law here: “Know Your Rights: Workplace Discrimination is Illegal"