NOC Analyst - Knowledge Management

Role: Develop and maintain the enterprise taxonomy for all NOC operational instructions, including runbooks, playbooks, SOPs, troubleshooting guides, escalation procedures, and recovery steps. Define a scalable classification model for documentation using attributes such as:

• Service / application
• Technology domain
• Alert type
• Incident category
• Severity / priority
• Support group / owner
• Escalation path
• Environment
• Region / site
• Tool / platform

Duties:

• Create metadata standards, naming conventions, tagging structures, and versioning rules to improve searchability and consistency.
• Design intuitive foldering, indexing, and cataloging structures that reduce time-to-find during operational events.

Knowledge Catalog Management

• Build and maintain a centralized catalog of NOC instructions and operational documentation.
• Ensure all documents are properly tagged, categorized, and linked to relevant services, systems, alerts, and owners.
• Establish quick-retrieval structures for frontline operators, including standardized keywords, synonyms, and common failure scenarios.
• Improve the usability of the knowledge base so operators can rapidly locate the correct response steps during time-sensitive incidents.

Documentation Standardization

• Create templates and standards for runbooks, SOPs, troubleshooting guides, and escalation instructions.
• Drive consistency in how operational knowledge is written, structured, approved, and published.
• Work with SMEs to convert tribal knowledge and inconsistent documentation into clear, repeatable, operator-friendly instructions.
• Ensure content is written in a way that supports both experienced engineers and less experienced operators.

Governance & Lifecycle Management

• Establish governance processes for content creation, review, approval, publishing, retirement, and periodic recertification.
• Define documentation ownership and accountability across services and operational domains.
• Monitor documentation quality, duplication, staleness, and gaps.
• Lead recurring audits to ensure instructions remain accurate and aligned with current systems, tools, and escalation models.

Operational Integration

• Align the knowledge taxonomy with NOC workflows, monitoring platforms, ticketing systems, CMDB/service catalogs, and incident management processes.
• Partner with NOC leaders, service owners, and engineering teams to ensure documentation reflects actual operating procedures.
• Support integration of cataloged knowledge into operational platforms such as ServiceNow, monitoring consoles, incident response workflows, and knowledge portals.
• Help map knowledge assets to alert rationalization, event correlation, and standard response actions.

Search, Retrieval & User Experience

• Improve search logic, tagging practices, and document discoverability.
• Analyze how operators search for instructions and continuously refine taxonomy to reduce retrieval time.

Introduce user-centered improvements such as:

• keywords
• aliases
• symptom-based lookup
• service-based lookup
• incident-type navigation
• Track retrieval effectiveness and identify where users struggle to find the right content.

Continuous Improvement & Metrics Define and report on KPIs such as:

• documentation coverage
• taxonomy completeness
• search success rate
• time-to-retrieve instructions
• percentage of documents with assigned owners
• recertification compliance
• reduction in duplicated or outdated documents
• Identify gaps in operational knowledge and prioritize improvements based on incident trends and NOC needs.
• Support post-incident reviews by identifying missing, outdated, or hard-to-find documentation.

• Bachelor's degree in Information Systems, IT, Library & Information Science, Knowledge Management, Computer Science, or related field - or equivalent experience.

5+ years of experience in one or more of the following:

• IT operations
• network operations
• NOC environments
• service operations
• knowledge management
• technical documentation
• IT service management

Responsibilities:

• Experience designing taxonomies, metadata models, catalog structures, or knowledge architectures.
• Strong understanding of NOC processes, incident management, escalation workflows, and operational response procedures.
• Experience with documentation and knowledge platforms such as ServiceNow, SharePoint, Confluence, or similar systems.
• Strong ability to structure complex operational information into intuitive, searchable categories.
• Excellent written communication and technical editing skills.
• Strong stakeholder management skills with the ability to work across operations, engineering, and service teams.