Knowledge Management Support Specialist

About the role

EPAM is seeking a Knowledge Management Support Specialist to design, document, and maintain support processes for its Global Service Desk. The role is fully remote, allowing you to work from anywhere in Armenia while collaborating with teams across the organization.

Key responsibilities

• Gather knowledge from various sources to establish and maintain support processes.
• Create detailed, from‑scratch instructions for Global Service Desk operators.
• Update and keep the Global Service Desk/Client Knowledge Base current.
• Identify gaps in existing processes and propose improvements.
• Share information across the department and the wider organization.
• Validate operators' understanding of new and updated processes.
• Coordinate with L2/L3 specialists.
• Develop and refresh educational programs for Service Desk staff.

Required profile

• Background in support, technical writing, or business analysis.
• Proficiency in English (B2+ level or higher).
• Strong verbal and written communication abilities.
• Ability to stay calm and effective under pressure.
• Experience handling large volumes of information.
• Analytical thinking with a focus on process dependencies and inconsistencies.
• Excellent problem‑solving, research, and multitasking skills.
• Team‑oriented mindset.
• Motivated, organized, detail‑oriented, and quick to learn.

Required skills

What we offer

• Flexible remote work from any location in Armenia.
• Opportunities to work abroad for up to two months per year.
• Access to EPAM’s internal learning platform and certifications (GCP, Azure, AWS).
• Leadership development, career advising, and well‑being programs.
• Employee Stock Purchase Plan and referral bonuses.
• Comprehensive medical and family care package.
• Four trust days per year for personal needs.
• Discounts for fitness clubs and various services.