Process Documentation & Knowledge Management Specialist

About ProArch:

At ProArch, we partner with businesses around the world to turn big ideas into better outcomes through IT services that span cybersecurity, cloud, data, AI, and app development. We’re 400+ team members strong across 3 countries (we call ourselves ProArchians)—and here’s what connects us all:

• A love for solving real business problems
• A belief in doing what’s right

What’s it like to work here?

• You’ll keep growing. You’ll work alongside domain experts who love to share what they know.
• You’ll be supported, heard, and trusted to make an impact.
• You’ll take on projects that touch industries, communities, and lives.
• You’ll have the time to focus on what matters most in your life outside of work.

At ProArch, you’ll be part of teams that design and deliver technology solutions solving real business challenges for our clients. With services spanning AI, Data, Application Development, Cybersecurity, Cloud & Infrastructure, and Industry Solutions, your work may involve building intelligent applications, securing business‑critical systems, or supporting cloud migrations and infrastructure modernization. 

Every role here contributes to shaping outcomes for global clients and driving meaningful impact. You’ll collaborate with experts across data, AI, engineering, cloud, cybersecurity, and infrastructure—solving complex problems with creativity, precision, and purpose. You’ll join a culture rooted in technology, curiosity, and continuous learning. A place where we move fast, trust you to make an impact, encourage innovation, and support your growth.

Job Description:

We are seeking a detail-oriented and highly collaborative Process Documentation & Knowledge Management Specialist to support enterprise-wide process standardization. This role will work across all business units—including Sales, Customer Success, Service Delivery, PMO, Finance, and Support—to capture, formalize, and centralize operational processes into a single, structured repository. The ideal candidate thrives in fast-paced environments, can quickly understand complex workflows, and has a passion for bringing clarity and structure to how teams operate.

Process Discovery & Documentation

• Partner with cross-functional teams and Subject Matter Experts (SMEs) to document current-state workflows
• Convert informal processes and tribal knowledge into structured documentation
• Develop:
• Standard Operating Procedures (SOPs)
• Process maps and workflows
• Checklists and playbooks

Knowledge Repository Management

Organize, maintain, and update the knowledge repository for accurate and easy user access.

Efficiently organize, maintain, and update the company's knowledge base to ensure easy access and up-to-date information for all employees.

• Build and maintain a centralized documentation repository (SharePoint, Confluence, or similar)
• Organize documentation for ease of access, usability, and scalability
• Implement standards for:
• Document templates
• Version control
• Review and approval workflows

Cross-Functional Alignment

• Engage with teams across Sales, PMO, Delivery, Support, Finance, and Operations
• Identify process gaps, redundancies, and inconsistencies
• Drive standardization to improve handoffs and accountability

Continuous Improvement

• Regularly review and update documentation to ensure accuracy and relevance
• Identify opportunities to streamline workflows and reduce manual effort
• Support audit readiness and compliance initiatives

Adoption & Enablement

• Train teams on how to access and use the documentation repository
• Promote adoption of standardized processes across the organization
• Serve as a central resource for documentation best practices

Requirements

• 3–6+ years of experience in process documentation, technical writing, or operations
• Proven experience creating SOPs, workflows, and structured documentation
• Strong ability to work cross-functionally with global teams
• Excellent written and verbal communication skills
• High attention to detail and strong organizational skills

Preferred Qualifications:

• Experience in IT Services, Managed Services, or Consulting environments
• Familiarity with tools such as SharePoint, Confluence, or similar platforms
• Experience with process mapping tools (Lucidchart, Visio, Miro, etc.)
• Understanding of ITIL or operational best practices
• Exposure to systems like Autotask, HubSpot, or similar platforms

Success Metrics (First 90-120 Days):

• Establish a centralized documentation repository structure
• Deliver baseline documentation across key teams (Sales, PMO, Support, Customer Success)
• Implement standardized templates and governance processes
• Achieve adoption and active usage across departments

Why This Role Matters:

This role is critical to scaling ProArch’s operations by:

• Eliminating inconsistent and undocumented workflows
• Improving efficiency and reducing manual effort
• Enabling cross-team alignment and accountability
• Supporting long-term growth and operational maturity