Lead Knowledge Enablement Analyst

Overview In this role you will lead knowledge management strategy, governance, and enablement across the firm to improve operational maturity and reduce knowledge silos. You will work with senior stakeholders in the Product Operations team and cross‑functional partners to build scalable knowledge capabilities and AI-ready experiences. You drive measurable improvements in content quality, searchability, and reuse, shaping how teams access and trust knowledge assets. This is a strategic, influence-based role that aligns with CLA’s mission of empowering people to grow and make an impact. Compensation / Benefitshealthdentalvision401k ResponsibilitiesDefine and lead knowledge management strategies, roadmaps, maturity plans, and governance across multiple functionsSet scalable documentation governance, lifecycle management, taxonomy, metadata, repository structure, and ownership standardsImprove operational consistency, knowledge reuse, and support readiness through long-term knowledge programsEvaluate trends in knowledge management, digital enablement, search, automation, and AI readinessAct as a senior SME and trusted advisor on knowledge management strategy and maturityDesign governance frameworks to drive accountability, quality, and sustainable knowledge practicesDefine content ownership, review cycles, retirement criteria, and metadata standardsOversee repository structures, information architecture, and content governanceLead initiatives to enhance content discoverability, trust, usability, and reuseAlign knowledge management with business priorities by partnering with senior leadersInfluence adoption of standardized practices across functions and repositoriesProvide guidance to stakeholders navigating documentation and governance challengesLead through influence and provide direction without direct people management responsibilitiesEstablish measures of effectiveness for governance maturity, content quality, and readinessAnalyze trends and risks using support tickets, feedback, search behavior, audits, onboarding challengesLead improvements in documentation quality, search effectiveness, onboarding, and incident responseIdentify opportunities to close knowledge gaps and scale improvements across functionsDefine standards to support AI-enabled experiences and future digital workersPrepare knowledge assets for AI-enabled support modelsGuide content structuring for both people and AI tools Key requirements6 years of relevant experienceExperience in knowledge management, information architecture, content strategy, documentation management, or service management (preferred)Bachelor's degree (required)Degree in Business, Communications, Information Management, or Organizational Development preferredStrategic leadershipCross-functional collaborationInfluencing without direct authoritySharePointServiceNowintranet platforms