Operations Documentation Management
Future Opportunity — Not Currently Hiring
Position Overview
NOCDOC is seeking an Operations Documentation Management specialist to own the ongoing quality, accuracy, and organization of the company’s existing knowledge base and technical documentation. This is an individual-contributor role focused on managing the knowledge base as a system — bringing structure, consistency, and reliability to the content itself.
This role is also not a technical writing position — the Operations Documentation Management specialist is not primarily responsible for authoring new long-form content from scratch. Instead, this role audits, cleans up, standardizes, and maintains the large body of documentation already in use across NOC, SOC, Service Desk, and Engineering teams.
The Operations Documentation Management specialist reviews existing knowledge base articles, SOPs, and runbooks for accuracy, currency, duplication, and usability, working with subject matter experts across technical teams to validate content, retire outdated material, and bring documentation into a consistent, findable, and trustworthy state.
The ideal candidate is highly organized, detail-oriented, and comfortable working across a large volume of existing technical content — someone who can recognize when documentation is outdated, duplicated, poorly organized, or simply hard to use, and who can drive it toward a cleaner, more reliable state without needing to be the technical expert on every topic.
Key Responsibilities
Documentation Audit & Cleanup
- Audit existing knowledge base articles, SOPs, runbooks, and technical documentation for accuracy, currency, and usability
- Identify outdated, duplicate, conflicting, or orphaned content across the knowledge base
- Retire, merge, or flag content for update based on audit findings
- Standardize formatting, structure, and tagging/categorization across existing documentation
- Maintain a consistent documentation style and structure that improves findability
Knowledge Management
- Maintain the overall health and organization of the knowledge base as a system, not just individual articles
- Establish and maintain a documentation review cadence, working with technical teams to validate content on a recurring basis
- Track documentation coverage gaps and flag areas needing new content for technical teams to author
- Maintain metadata, tagging, and categorization standards that support search and discoverability
- Monitor knowledge base usage and effectiveness where reporting is available, identifying low-value or rarely used content
Subject Matter Expert Coordination
- Partner with Service Desk, NOC, SOC, and Engineering teams to validate technical accuracy of existing documentation
- Coordinate review and sign-off from subject matter experts on updated or flagged content
- Facilitate documentation review cycles without needing to independently verify deep technical accuracy — routing content to the right expert for validation
- Support technical teams in keeping documentation current as processes, tools, and platforms change
Standards & Continuous Improvement
- Maintain documentation standards, templates, and style guidelines for consistency across contributors
- Identify recurring documentation quality issues and recommend process improvements to reduce future drift
- Support onboarding of new technical staff by ensuring foundational documentation is accurate and easy to use
- Recommend improvements to the knowledge base platform, structure, or workflows where they would improve documentation quality over time
Required Qualifications
- Experience with knowledge management, documentation management, or technical content organization
- Strong attention to detail and comfort working through large volumes of existing content
- Excellent organizational skills with the ability to manage a structured review and cleanup process
- Strong written communication skills, sufficient to edit, clarify, and standardize technical content without necessarily authoring it from scratch
- Ability to work independently while coordinating across multiple technical teams
- Comfort working with technical subject matter without being the primary technical expert
Preferred Qualifications
- Experience working within a Managed Service Provider (MSP), technology services, or IT operations environment
- Experience with knowledge base platforms, documentation management systems, or content management tools
- Familiarity with NOC, SOC, or Service Desk operational documentation (SOPs, runbooks, knowledge articles)
- Experience establishing or improving documentation standards, taxonomies, or review processes
- Familiarity with ITIL-based knowledge management practices
- ITIL 4 Foundation
- Knowledge management or information architecture certifications
Technical Skills
Documentation & Knowledge Management
- Knowledge base auditing
- Content standardization and tagging
- Documentation review cycles
- Information architecture / findability
- SOP and runbook review
Tools & Platforms
- Knowledge base / documentation platforms
- Content management systems
- Collaboration and review tools
Professional Skills
- Attention to detail
- Organization
- Written communication
- Cross-functional coordination
- Independent judgment
- Process discipline
- Continuous improvement mindset
Success Measures
- Measurable reduction in outdated, duplicate, or conflicting documentation
- Improved consistency and findability across the knowledge base
- Established, functioning documentation review cadence with technical teams
- Positive feedback from technical teams on documentation usability and accuracy
- Reduced time for technical staff to find accurate, current documentation
- Clear tracking of documentation coverage gaps communicated to relevant teams
Career Growth Opportunity
This role provides a foundation in knowledge management and documentation systems, with a path toward Knowledge Management Lead, Documentation Manager, Technical Writer, or Process Improvement roles as scope and organizational documentation maturity expand.
Benefits
About NOCDOC
NOCDOC is a U.S.-based technology operations company with more than 35 years of experience delivering Security Operations Center (SOC), Network Operations Center (NOC), Service Desk, Network Engineering, Automation, and Managed Security Services.
Supporting organizations across North America and internationally, NOCDOC delivers responsive, customer-focused technology operations that help businesses improve reliability, security, and operational efficiency.
At NOCDOC, we invest in our people through continuous learning, mentorship, and career development, providing opportunities to grow into advanced engineering, automation, architecture, and technical leadership roles.