Confluence Administrator

PSC Software, a division of PSC Biotech, is a leading provider of cutting-edge, cloud-based quality management and regulatory compliance solutions. Our software helps organizations streamline processes, ensure compliance, and improves overall efficiency, delivering exceptional value to our clients. With specialization in meeting the needs of pharmaceutical, medical device, and other highly regulated industries.

At PSC Software, we are passionate about providing innovative software solutions that empower businesses to achieve their full potential.

The Experience

With operations spanning the globe and featuring a multicultural team, PSC Biotech® is passionate about bringing the best and brightest together to form something truly special. When you make the decision to join our team, you will be offered the ability to feel inspired in your career, explore your professional passions, and work alongside a group of people who will value and nurture your talents.

We are firm believers in coaching and developing the next generation of industry leaders and influencers. As such, you will not only be offered a compensation and benefits structure that rewards you but also be provided with the tools that will help you grow and learn.

At PSC Biotech®, it’s about more than just a job—it’s about your career and your future.

Your Role

The Confluence Administrator is responsible for owning, governing, and continuously improving our FAQ and Knowledge Base ecosystem. This role ensures that accurate, up-to-date, consistently styled and formatted, and validated knowledge content is created, maintained, and published across all customer-facing and internal channels—including the Freshdesk customer portal, the ACE software Help page, and downstream AI-driven Help and assistance features within ACE.

This position sits at the intersection of Product, Support, Engineering, and AI enablement. The ideal candidate is highly organized, detail-oriented, and comfortable enforcing content standards while collaborating with subject-matter experts to ensure information is correct, approved, and fit for both human users and AI consumption.

• Own the structure, organization, and governance of Confluence spaces used for FAQs, Knowledge Base articles, and product documentation.
• Define and maintain knowledge architecture, taxonomy, and labeling to ensure content is discoverable and reusable.
• Maintain clear versioning, ownership, and review cycles for all published content.
• Develop, publish, and maintain a formal Content Style Guide governing all FAQ and Knowledge Base content.
• Define standards for:
• Article structure and templates.
• Tone and voice (customer-facing vs internal).
• Terminology and product naming conventions.
• Formatting, headings, callouts, tables, and visual elements
• Metadata, labels, and tagging for search and AI consumption
• Ensure the Content Style Guide is:
• Actively enforced across all new and updated content
• Reviewed periodically and updated as the product, tooling, or AI strategy evolves
• Serve as the final authority on content style and formatting decisions
• Create, edit, standardize, and publish FAQ and Knowledge Base articles based on:
• New feature releases driven by Product Managers
• Recurring customer questions identified by the Support team
• Known issues, configuration guidance, and best-practice usage scenarios
• Normalize tone, structure, terminology, and formatting across content authored by different teams
• Proactively identify content gaps, inconsistencies, and outdated articles and drive remediation
• Ensure all content is written clearly for customer consumption while remaining technically accurate
• Coordinate review and formal sign-off of content with Product Managers, Support Leads, Engineers, and other subject-matter experts
• Ensure published content reflects the current behavior of the ACE platform and released functionality
• Track approval status and enforce publication controls so unverified or non-standard content is not released
• Ensure Confluence content is properly surfaced and synchronized to:
• Freshdesk customer portal
• ACE software Help page
• Internal developer and AI-enablement pipelines
• Ensure content structure, metadata, and formatting align with requirements for AI-driven Help features (search, chat, contextual help)
• Partner with Support and Engineering to improve content discoverability and reuse
• Monitor usage metrics, search terms, and support ticket trends to inform content improvements
• Work with Support leadership to reduce ticket volume through effective self-service content
• Recommend and implement improvements to knowledge workflows, templates, and style standards
• Enforce documentation standards, naming conventions, style consistency, and lifecycle management
• Ensure content aligns with internal quality expectations and, where applicable, regulated-industry best practices
• Maintain audit-ready documentation trails for content updates, approvals, and revisions