Governance Specialist II

Please Note:

This is a Utah-based hybrid position which will require some regular in-office days each week. Additionally, employment with BambooHR is contingent on passing both a background and credit check.

At BambooHR, we’re all about setting people free to do great work, and we believe AI is a powerful partner in that mission. We’re leaning into intelligent tools to streamline our workflows, giving us more time for high‑impact innovation. We look for curious, forward‑thinking people who are ready to explore how AI can elevate their work and help us reimagine the future of HR.

The Knowledge Governance Specialist supports the creation, organization, and continuous improvement of customer‑facing and internal knowledge within BambooHR’s Customer Experience organization. This role helps keep Help Center content, in‑app guidance, internal SOPs, and AI‑consumable knowledge (including chatbot responses, in‑product guidance, and internal support tools) accurate, consistent, and easy for both employees and customers to use.

Working under general direction, the Specialist applies and adapts established governance standards, exercising independent judgment, and identifies, recommends, and implements governance improvements that strengthen knowledge quality, discoverability, operational efficiency, and AI‑assisted support experiences. The specialist determines appropriate knowledge structure, metadata, version control, and taxonomy practices to maintain a reliable Single Source of Truth and resolves governance issues that require interpretation of standards, balancing customer, operational, and AI retrieval needs.

Through audits, remediation, and data‑informed updates tied to product and policy changes, this role improves findability, reduces repeat questions, and strengthens the precision of AI‑assisted support experiences. The Specialist independently prioritizes remediation efforts based on business impact, usage patterns, and governance risk.

The Specialist leverages AI‑enabled tools and workflows to improve knowledge quality, identify content gaps, analyze usage patterns, and support scalable knowledge governance practices while maintaining accountability for content accuracy, usability, and business outcomes.

You will:

• Apply established knowledge governance standards (taxonomy, metadata/tagging, content structure, templates, version control, and lifecycle practices) to maintain accurate, organized, and up‑to‑date knowledge content across customer and internal support channels, and identify opportunities to improve governance practices when standards no longer meet business, customer, or AI‑support needs.
• Update and optimize knowledge assets in response to product releases, policy changes, and support trends, ensuring content is timely, clear, and aligned to current functionality.
• Lead assigned accuracy audits and remediation cycles; correct issues such as outdated guidance, duplication, broken pathways, and inconsistent naming or structure, and recommend systemic improvements that reduce recurring governance issues.
• Analyze usage signals (e.g., search behavior, article performance, feedback, and chatbot fallback patterns) and performance data using AI‑assisted tools and analysis methods to identify trends, evaluate content effectiveness, identify knowledge gaps, and prioritize and recommend governance improvements based on customer, employee, and AI retrieval behavior.
• Develop, maintain, and refine reusable templates, governance patterns, and content frameworks that improve consistency, discoverability, retrieval quality, and scalability across human‑facing and AI‑consumable content, and drive adoption of those standards across partner teams.
• Serve as a governance partner with cross‑functional teams (Product, Product Marketing, Support Operations, AI Enablement, CX Ops, and CX Learning & Development) to validate accuracy, reduce ambiguity, validate information accuracy, and align knowledge to current standards and customer needs.
• Apply critical judgment when reviewing content, AI‑generated recommendations, and proposed updates to ensure information is accurate,…