{"schemaVersion":"jobsearcher.job.v1","id":"6033d7d9028d8efaa0e99d02","url":"https://jobsearcher.com/jobs/6033d7d9028d8efaa0e99d02","canonicalUrl":"https://jobsearcher.com/jobs/6033d7d9028d8efaa0e99d02","title":"Knowledge & Training Specialist","description":"DataBank Holdings Ltd. is a leading provider of enterprise-class data center, cloud, and interconnection services, offering customers 100% uptime availability of data, applications, and infrastructure. DataBanks managed data center services are anchored in world-class facilities. Our customized technology solutions are designed to help customers effectively manage risk, improve their technology performance and allow them to focus on their core business objectives. DataBank is headquartered in the historic former Federal Reserve Bank Building, in downtown Dallas, TX.\n\nDataBank is proud to be an Equal Opportunity Employer. Our work culture at DataBank does not discriminate based on actual or perceived race, creed, color, religion, alienage or national origin, ancestry, citizenship status, age, disability or handicap, sex, marital status, veterans' status, gender, gender identity, gender expression, genetic information, sexual orientation, or any other characteristic protected by applicable federal, state, or local law.\n\n?The Knowledge and Training Specialist (KTS) is responsible for maintaining the operational knowledge base for the Support Operations team. This role reports to the Sr. Manager of Support Experience and Enablement and partners with Tier 1 and Tier 2 engineers to document proven practices, develop training curricula, and create customer-facing self-service content. The KTS is a critical enabler of the Support Experience and Enablement teams mission to reduce ticket volume, improve first-contact resolution, and protect the quality and consistency of customer experience.\n\nRESPONSIBILITIES:\nKnowledge Base Development\nBuild and maintain Support Operations external knowledge base using KnowledgeOwl\nDocument proven operational practices including Call Back Policy, TLC Process, Single Customer Critical Event, and Sales Tickets Policy before any structural changes are communicated\nStructure knowledge base content for dual use: internal engineer reference and future AI chatbot consumption\nConduct regular reviews of KB articles for accuracy, relevance, and completeness\nPartner with Tier 1 and Tier 2 leads to identify knowledge gaps and prioritize documentation efforts\nTraining Program Development\nDevelop and deliver Cloud and Network training curricula for Tier 1 and Tier 2 engineers\nCoordinate with other department heads to to facilitate cross functional Training Sessions\nBuild Tier 1 playbooks supporting the 4555% first-contact resolution target\nCreate a Tier 1-to-Tier 2 advancement path curriculum including skills assessments and competency benchmarks\nDesign onboarding training materials for new engineers across all tiers\nCoordinate with Sr. Mgr, Support Experience and Enablement to align training priorities with operational metrics\nCustomer-Facing Content\nDevelop customer-facing self-service articles targeting high-volume, high-automation-potential ticket categories (password resets, patching status, resource status)\nEnsure customer content meets DataBanks communication standards and CX requirements\nCollaborate with the Reporting Analyst to measure self-service content effectiveness and deflection rates\nQuality & Continuous Improvement\nMonitor ticket patterns in partnership with the Automation Specialist to identify recurring issues suitable for documentation or automation\nTrack knowledge base utilization and training completion metrics\nMaintain version control and change history for all documented practices\n\nREQUIRED QUALIFICATIONS:\nEducation\nBachelors degree in Information Technology, Technical Writing, Education, or related field; or equivalent work experience\nExperience\n3+ years of experience in technical writing, knowledge management, or IT training in a managed services or enterprise IT environment\nDemonstrated experience building and maintaining a technical knowledge base\nExperience developing training curricula for technical audiences\nTechnical Skills\nProficiency with knowledge management platforms (KnowledgeOwl, Confluence, or similar)\nStrong understanding of Managed Services delivery models and common infrastructure technologies (Windows/Linux, networking, cloud, backup/recovery)\nFamiliarity with ticketing systems (ServiceNow, ConnectWise, or similar)\nAbility to translate complex technical processes into clear, structured documentation\nProfessional Skills\nExcellent written communication skills with a talent for clarity and concision\nStrong organizational skills with ability to manage multiple documentation projects simultaneously\nCollaborative working style with ability to extract knowledge from subject matter experts\nDetail-oriented with commitment to accuracy and consistency\n\nPREFERRED QUALIFICATIONS\nExperience with AI chatbot content structuring or conversational design\nBackground in ITIL or other IT service management frameworks\nExperience in a DataBank or comparable MSP environment\nFamiliarity with LMS platforms for training delivery and tracking\n\nBENEFITS\nHealth, Vision and Dental Insurance Packages\nShort-Term and Long-Term Disability Insurance\nLife Insurance\n401k with company match\n3 weeks Paid Time Off and Paid Holidays\n\nBrand: DataBank\nAddress: 400 S Akard Street Dallas, TX - 75202\nProperty Description: DFW1 - Akard St - Dallas TX\nProperty Number: DFW1","company":"Databank","rawCompany":"databank","city":"Dallas","state":"TX","isRemote":false,"isActive":false,"createdAt":"2026-06-20T07:55:21.290Z","occupations":[{"code":"13-1151.00","title":"Training and Development Specialists","slug":"training-and-development-specialists"},{"code":"11-3131.00","title":"Training and Development Managers","slug":"training-and-development-managers"},{"code":"27-3042.00","title":"Technical Writers","slug":"technical-writers"}],"industries":[{"code":"611430","title":"Professional and Management Development Training","slug":"professional-and-management-development-training"},{"code":"541512","title":"Computer Systems Design Services","slug":"computer-systems-design-services"},{"code":"518210","title":"Computing Infrastructure Providers, Data Processing, Web Hosting, and Related Services","slug":"computing-infrastructure-providers-data-processing-web-hosting-and-related-services"}],"jobPosting":{"@context":"https://schema.org","@type":"JobPosting","title":"Knowledge & Training Specialist","description":"DataBank Holdings Ltd. is a leading provider of enterprise-class data center, cloud, and interconnection services, offering customers 100% uptime availability of data, applications, and infrastructure. DataBanks managed data center services are anchored in world-class facilities. Our customized technology solutions are designed to help customers effectively manage risk, improve their technology performance and allow them to focus on their core business objectives. DataBank is headquartered in the historic former Federal Reserve Bank Building, in downtown Dallas, TX.\n\nDataBank is proud to be an Equal Opportunity Employer. Our work culture at DataBank does not discriminate based on actual or perceived race, creed, color, religion, alienage or national origin, ancestry, citizenship status, age, disability or handicap, sex, marital status, veterans' status, gender, gender identity, gender expression, genetic information, sexual orientation, or any other characteristic protected by applicable federal, state, or local law.\n\n?The Knowledge and Training Specialist (KTS) is responsible for maintaining the operational knowledge base for the Support Operations team. This role reports to the Sr. Manager of Support Experience and Enablement and partners with Tier 1 and Tier 2 engineers to document proven practices, develop training curricula, and create customer-facing self-service content. The KTS is a critical enabler of the Support Experience and Enablement teams mission to reduce ticket volume, improve first-contact resolution, and protect the quality and consistency of customer experience.\n\nRESPONSIBILITIES:\nKnowledge Base Development\nBuild and maintain Support Operations external knowledge base using KnowledgeOwl\nDocument proven operational practices including Call Back Policy, TLC Process, Single Customer Critical Event, and Sales Tickets Policy before any structural changes are communicated\nStructure knowledge base content for dual use: internal engineer reference and future AI chatbot consumption\nConduct regular reviews of KB articles for accuracy, relevance, and completeness\nPartner with Tier 1 and Tier 2 leads to identify knowledge gaps and prioritize documentation efforts\nTraining Program Development\nDevelop and deliver Cloud and Network training curricula for Tier 1 and Tier 2 engineers\nCoordinate with other department heads to to facilitate cross functional Training Sessions\nBuild Tier 1 playbooks supporting the 4555% first-contact resolution target\nCreate a Tier 1-to-Tier 2 advancement path curriculum including skills assessments and competency benchmarks\nDesign onboarding training materials for new engineers across all tiers\nCoordinate with Sr. Mgr, Support Experience and Enablement to align training priorities with operational metrics\nCustomer-Facing Content\nDevelop customer-facing self-service articles targeting high-volume, high-automation-potential ticket categories (password resets, patching status, resource status)\nEnsure customer content meets DataBanks communication standards and CX requirements\nCollaborate with the Reporting Analyst to measure self-service content effectiveness and deflection rates\nQuality & Continuous Improvement\nMonitor ticket patterns in partnership with the Automation Specialist to identify recurring issues suitable for documentation or automation\nTrack knowledge base utilization and training completion metrics\nMaintain version control and change history for all documented practices\n\nREQUIRED QUALIFICATIONS:\nEducation\nBachelors degree in Information Technology, Technical Writing, Education, or related field; or equivalent work experience\nExperience\n3+ years of experience in technical writing, knowledge management, or IT training in a managed services or enterprise IT environment\nDemonstrated experience building and maintaining a technical knowledge base\nExperience developing training curricula for technical audiences\nTechnical Skills\nProficiency with knowledge management platforms (KnowledgeOwl, Confluence, or similar)\nStrong understanding of Managed Services delivery models and common infrastructure technologies (Windows/Linux, networking, cloud, backup/recovery)\nFamiliarity with ticketing systems (ServiceNow, ConnectWise, or similar)\nAbility to translate complex technical processes into clear, structured documentation\nProfessional Skills\nExcellent written communication skills with a talent for clarity and concision\nStrong organizational skills with ability to manage multiple documentation projects simultaneously\nCollaborative working style with ability to extract knowledge from subject matter experts\nDetail-oriented with commitment to accuracy and consistency\n\nPREFERRED QUALIFICATIONS\nExperience with AI chatbot content structuring or conversational design\nBackground in ITIL or other IT service management frameworks\nExperience in a DataBank or comparable MSP environment\nFamiliarity with LMS platforms for training delivery and tracking\n\nBENEFITS\nHealth, Vision and Dental Insurance Packages\nShort-Term and Long-Term Disability Insurance\nLife Insurance\n401k with company match\n3 weeks Paid Time Off and Paid Holidays\n\nBrand: DataBank\nAddress: 400 S Akard Street Dallas, TX - 75202\nProperty Description: DFW1 - Akard St - Dallas TX\nProperty Number: DFW1","datePosted":"2026-06-20T07:55:21.290Z","dateModified":"2026-06-20T07:55:21.290Z","hiringOrganization":{"@type":"Organization","name":"Databank","sameAs":"https://jobsearcher.com"},"jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressLocality":"Dallas","addressRegion":"TX","addressCountry":"US"}},"identifier":{"@type":"PropertyValue","name":"JobSearcher","value":"6033d7d9028d8efaa0e99d02"},"url":"https://jobsearcher.com/jobs/6033d7d9028d8efaa0e99d02"}}