Knowledge Architect

Knowledge ArchitectWe are seeking a detail-oriented, collaborative, and strategic Knowledge Architect to lead end-to-end knowledge management initiatives that support and enhance an enterprise chatbot and self-service support experience. In this role, you will partner closely with Centers of Excellence (COEs) to develop, govern, maintain, and optimize knowledge content that delivers accurate, accessible, and high-quality information to users.The ideal candidate will serve as the primary steward of knowledge content, driving governance, quality, and continuous improvement while building strong cross-functional relationships throughout the organization.Key ResponsibilitiesAuthor and maintain high-quality knowledge articles, procedures, FAQs, and documentation aligned with annual business cycles, events, and activities for assigned COEs.Collaborate with COE partners to transform subject matter expertise into clear, user-friendly knowledge content.Establish and enforce knowledge governance standards, including content approval workflows, review cycles, stakeholder alignment, version control, and change management processes.Implement quality assurance processes for the creation, maintenance, retirement, and archival of knowledge articles.Conduct regular content audits to ensure information remains accurate, relevant, compliant, and aligned with organizational standards.Build and maintain strong partnerships with Centers of Excellence and key stakeholders to ensure specialized knowledge is effectively represented and maintained.Serve as the primary liaison between business stakeholders and technical teams for knowledge management initiatives.Analyze and troubleshoot issues impacting the user experience, distinguishing between knowledge gaps, AI-generated inaccuracies (hallucinations), and platform-related defects.Monitor and apply ServiceNow knowledge management best practices and platform enhancements to continuously improve content effectiveness and user experience.Required Qualifications3–5 years of experience in knowledge management, technical writing, content strategy, or a related field.Experience translating information provided by subject matter experts into clear, concise, and user-focused content.Strong written and verbal communication skills with exceptional attention to detail.Bachelor's degree preferred.Preferred Qualifications2+ years of hands-on experience with the ServiceNow platform, preferably within Knowledge Management.Experience supporting chatbot, virtual agent, or AI-powered support solutions.Familiarity with natural language processing (NLP), artificial intelligence (AI), or machine learning (ML) concepts.Demonstrated success collaborating with cross-functional teams and subject matter experts.Proficiency with the ServiceNow Knowledge Management module.Strong understanding of content management systems, information architecture, and knowledge governance principles.Experience utilizing analytics and reporting tools to measure content performance and identify opportunities for improvement.Ability to simplify complex technical concepts into intuitive, user-friendly documentation.Strong project management and organizational skills with the ability to manage multiple initiatives simultaneously.Background in technical documentation, instructional design, learning content development, or related disciplines.GTech is an equal opportunity employer and is committed to creating a diverse environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, pregnancy, status as a parent, disability, age, veteran status, or other characteristics as defined by federal, state or local laws.