IT Knowledge Management Coordinator

Company Overview

At Motorola Solutions, we believe that everything starts with our people. We’re a global close-knit community, united by the relentless pursuit to help keep people safer everywhere. Our critical communications, video security and command center technologies support public safety agencies and enterprises alike, enabling the coordination that’s critical for safer communities, safer schools, safer hospitals and safer businesses. Connect with a career that matters, and help us build a safer future.

Our IT organization has a critical role in driving extraordinary business results. Through a strong partnership with other areas of our business, we bring innovative thinking to every conversation and deliver with integrity. We’re looking for people who bring great ideas and who make our partners’ ideas better. Intellectually curious advisors (not order takers) who focus on outcomes to creatively solve business problems.

People who not only embrace change, but who accelerate it.

The IT Knowledge Management Coordinator is a full-time employment opportunity within the IT Workplace Technologies team at Motorola Solutions. This role is responsible for overseeing knowledge & documentation related activities, including managing the flow of support information, maintaining up-to-date assets, improving employee experience, and facilitating self-help workflows. The Knowledge Manager will also support the preparation of knowledge content for ingestion into the Moveworks platform to enhance employee support.

Ideal candidates possess skills such as great leadership, effective communication, problem-solving, coaching and teamwork. These skills will aid in promoting a culture of knowledge-sharing that is enabled through guidance and learning. As KM coordinator, you will be well-equipped with knowledge database features, functionality and be able to communicate this to teams effectively.

• Develop and execute a company-wide internal knowledge management strategy, starting with IT support (e.g., "How-to" guides, troubleshooting steps, system access) and HR (e.g., benefits, policies, onboarding).
• Design and maintain a clear and intuitive information architecture (taxonomy) that makes content easily discoverable.
• Establish and govern the standards for content creation, including voice, tone, and formatting, to ensure consistency and quality.
• Assisting our path to AI by coordinating assets for training LLMs for support tools.

• Collaborate with Subject Matter Experts (SMEs) across IT, HR, Finance, and other departments to identify, write, and publish clear, accurate, and user-friendly support articles, FAQs, and process documentation.
• Create and manage a content review and auditing cadence to ensure all documentation is accurate, relevant, and "fresh."
• Migrate and consolidate existing documentation from scattered sources (e.g., various Confluence spaces, Google Docs, shared drives) into a centralized Knowledge Base System (KBS).

• Leverage our existing knowledge base platforms (e.g., Service Now, Workday, Saleforce, etc) and consolidate where appropriate.
• Analyze key performance metrics (e.g., search queries, article views, ticket deflection, user feedback) to identify knowledge gaps, content-improvement opportunities, and user-behavior trends.
• Implement & use feedback to capture employee input and drive continuous improvement.

• Champion a "knowledge-sharing" culture across the organization.
• Train and support internal teams (especially IT support and HR) on how to use the knowledge base effectively and contribute to it.
• Promote new and updated content to employees to drive awareness and adoption of self-service support.

• 3-5+ years of experience in knowledge management, technical writing, content strategy, or a similar role, preferably in a fast-paced tech environment.
• Proven experience managing a Knowledge Base System (KBS) or internal wiki (e.g., Service Now KCS, Zendesk Guide, Confluence, Guru, Notion).
• Exceptional writing and editing skills,…