We are seeking a dynamic and strategic Knowledge Management Specialist to oversee the growth and optimization of our workforce knowledge ecosystem. This role plays a central part in ensuring employees have seamless access to the policies, support content, and communications they need to work efficiently. You’ll drive the development of our knowledge base and employee intranet, shape user-centered content experiences, and champion clear, consistent communications across the enterprise. 

About You and How You Can Excel in this Role

Required Qualifications:

5+ years of experience in knowledge management, content strategy, digital communications, or a related fieldStrong understanding of intranet platforms, content governance, and knowledge lifecycle managementExceptional writing, editing, and storytelling skills tailored to enterprise audiencesDemonstrated ability to simplify complex information into clear, concise, and engaging contentFamiliarity with user experience (UX) and user-centered design principlesExperience using or supporting platforms like ServiceNow, SharePoint, or similar content systemsUnderstanding of knowledge-centered service (KCS) or other KM methodologies is a plusComfortable experimenting with and applying AI tools for content generation and optimizationExperience using data to inform content strategy and measure effectivenessAbility to manage multiple priorities and collaborate across diverse teams

Preferred Qualifications:

Experience with enterprise service management or IT service delivery environmentsWorking knowledge of HTML/CSS or web publishing toolsBackground in change communications or IT communications strategy

 

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About the Day to Day Responsibilities of the Role

Grow, manage, and optimize the company’s workforce knowledge base—including policies, FAQs, and user support content—ensuring accuracy, clarity, and accessibility.Play a lead role in building, maintaining, and evolving the new employee intranet that will house company news, blogs, knowledge content, and service request forms.Collaborate with subject matter experts (SMEs), HR, IT, and other cross-functional teams to capture and translate complex processes and policies into clear, user-friendly knowledge content.Drive content governance, including regular reviews, updates, archiving, and performance optimization of knowledge articles.Define and implement standards, templates, and best practices for knowledge creation, tagging, taxonomy, and searchability.Monitor knowledge usage metrics, user feedback, and search analytics to identify content gaps and opportunities to improve findability and comprehension.Lead or support initiatives to educate content owners and SMEs on knowledge management principles and tools.Partner with designers, editors, and business stakeholders to ensure all content aligns with company brand standards and voice.Champion user-centered design principles in all knowledge and communications initiatives, advocating for intuitive experiences that support employee success.Leverage AI tools and automation to generate, maintain, and enhance knowledge content efficiently and intelligently.Collaborate closely with the ServiceNow platform team to support continuous improvement of knowledge articles, request forms, and other employee-facing experiences.