AI Enablement Specialist

About The Role

Knowledge is at the heart of how CBRE's People Services operates. The Knowledge & Enablement Specialist plays a critical role in ensuring employees globally can find accurate, trusted information. Partnering with subject matter experts and key stakeholders, this role is responsible for building and maintaining a high-quality knowledge base that is well-structured, consistently curated and ready for both human and AI consumption.

Beyond content, this role helps foster a culture where knowledge sharing is a natural part of how People Services operates. The role reports to the Senior Director, Global Knowledge Management & AI Enablement.

Knowledge is at the heart of how CBRE's People Services operates. The Knowledge & Enablement Specialist plays a critical role in ensuring employees globally can find accurate, trusted information. Partnering with subject matter experts and key stakeholders, this role is responsible for building and maintaining a high-quality knowledge base that is well-structured, consistently curated and ready for both human and AI consumption.

Beyond content, this role helps foster a culture where knowledge sharing is a natural part of how People Services operates. The role reports to the Senior Director, Global Knowledge Management & AI Enablement.

• Apply and maintain knowledge structure, metadata, taxonomy and governance standards that enable reliable search, retrieval and AI consumption across the People Services knowledge base.
• Partner with SMEs and key stakeholders to identify, capture and document knowledge, leading monthly SME calls and knowledge capture sessions.
• Update knowledge articles, process guides, FAQs and decision support content in partnership with SMEs, applying content standards consistently.
• Own the content review and sign-off process, coordinating timely SME and stakeholder approvals and maintaining a governance calendar.
• Manage the full content lifecycle including versioning, retirement and archival, responding to policy and process changes promptly.
• Structure and tag content to support AI-powered search, Now Assist and Virtual Agent in Service Now, monitoring performance and flagging retrieval issues.
• Track knowledge base health across usage, search success and self-service adoption, maintaining a health dashboard and using data to prioritize improvements.

To perform this job successfully, an individual will need to perform each crucial duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

• 3-5 or more years of dedicated KM experience including knowledge base ownership, content lifecycle management, taxonomy and governance.
• Understand knowledge architecture: metadata, taxonomy, content modularization and structuring for AI consumption.
• Hands-on experience with the KM lifecycle: intake, authoring, review, publishing, versioning and retirement.
• Exceptional writing and editing skills with the ability to produce clear, consistent content at scale.
• Familiarity with AI search, retrieval and the content quality factors that affect AI output.
• Experience with Service Now knowledge management is a plus.
• Background in HR, People Operations or Shared Services is strongly preferred.
• Comfortable using KM analytics and health metrics to guide decisions and report on performance.

When you join CBRE, you become part of the global leader in commercial real estate services and investment that helps businesses and people thrive. We are dynamic problem solvers and forward-thinking professionals who create significant impact. Our collaborative…