Business Analyst

Summary:
We are seeking a detail-oriented and collaborative Knowledge Architect to lead end-to-end knowledge management efforts that ultimately power the Ask chatbot. This includes partnership with COEs on the strategic development, governance, and maintenance of our knowledge. This role is essential to ensuring AskGM delivers accurate, accessible, and high-quality information to users. The successful candidate will serve as the primary steward of knowledge content while building strong partnerships across their COEs.

Key Responsibilities:
Author high-quality knowledge articles, procedures, and documentation in line with annual cycles, events and activities for respective COE(s)
Enforce knowledge governance policies, including content approval workflows, timely review cycles, stakeholder alignment (e.g. PSC), version control standards and change management for all knowledge content
Implement quality control processes for knowledge article creation, updates, and retirement
Conduct regular content audits to ensure accuracy, relevance, and compliance with organizational standards, including knowledge article retirement and archival processes
Build and maintain strategic partnerships with Centers of Excellence across the organization and proactively coordinate with COE partners to ensure their specialized knowledge is accurately represented
Serve as the primary liaison between technical teams and business stakeholders for knowledge-related initiatives
Troubleshoot technical issues and be able to discern what is a knowledge gap vs a hallucination vs platform bug
Stay current with ServiceNow updates and best practices for knowledge management

Must have:
3-5 years of experience in knowledge management, technical writing (being able to take content given by COEs - FAQs being able to translate but not writing code), or content strategy
Bachelorette degree preferred
Strong understanding of content management systems and information architecture
Familiarity with analytics tools for measuring content performance
Proven track record of collaborating with cross-functional teams and subject matter experts
Nice to have:
2+ years of hands-on experience with ServiceNow platform, preferably in knowledge management
Experience working with chatbot or AI-powered support systems using natural language processing or AI/ML concepts
Proficiency in ServiceNow Knowledge Management module
Ability to translate complex technical concepts into user-friendly content
Project management skills with ability to manage multiple initiatives simultaneously
Background in technical documentation or instructional design

Position is Remote