Knowledge Management and AI Enablement Specialist - Hybrid

The Knowledge Management Specialist implements and coordinates a knowledge management system that increases knowledge sharing, protection, collaboration, and retrieval across the organization. Develops and maintains the technical documentation, training material, and knowledge articles that ground automated and conversational AI responses and support agents and operators, refining this content as systems and operating models evolve.

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

Required – Bachelor’s degree in Information Management, Library/Information Science, Communications, Business, or related field; equivalent experience may be considered in lieu of a degree.

Required – 2 years of knowledge management, technical documentation, content management, or related area, including hands‑on use of knowledge or content management platforms and authoring tools.

Preferred:

• Experience in managing AI grounding content for a clinical environment, healthcare, contact center, or regulated environment.
• Experience with Microsoft SharePoint.
• Experience with an ITSM platform such as Service Now, Open Text, etc.

• Strong technical writing and content structuring skills; ability to translate technical content into user‑friendly formats.
• Ability to curate, standardize, and simplify complex information.
• Analytical skills to interpret knowledge usage data and identify gaps.
• Facilitation and training delivery skills for organization‑wide adoption.
• Stakeholder engagement and cross‑functional collaboration.
• Ability to maintain accuracy, consistency, and currency of knowledge content in a dynamic environment.
• Ability to identify gaps in knowledge and proactively recommend improvements.

• Establish and maintain content governance frameworks, including ownership models, review cycles, taxonomy, and metadata standards that support knowledge organization and discoverability.
• Develop AI‑ready content standards and authoring practices that improve knowledge usability, reusability, and retrieval across digital platforms.
• Define and evolve the enterprise knowledge strategy and governance model to support operational excellence, digital adoption, workforce transformation, and AI enablement.
• Partner with business and technology leaders to align knowledge management practices with enterprise AI priorities and future innovation initiatives.
• Develop, refine, and maintain technical documentation, training material, and knowledge articles supporting the organization's knowledge‑sharing strategy.
• Implement and administer the knowledge management system and serve as subject‑matter expert on its tools and software.
• Curate and govern the content base that grounds automated and conversational AI responses, ensuring accuracy, currency, and consistency.
• Collaborate with end users and cross‑functional teams to assess requirements and identify gaps in knowledge sharing and access.
• Collect and analyze metrics on knowledge access, usage, and sharing, and recommend and implement improvements.
• Deliver training and information sessions on knowledge management to new and current employees.
• Publish articles or whitepapers on knowledge management best practices and promote initiatives that increase knowledge sharing and access.
• Perform other duties as assigned.
• Comply with all policies and standards.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Sedentary work – Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently to lift, carry, push, pull, or otherwise move objects, including the human body.

Sedentary work involves sitting most of…