Business Analyst (Remote - MST)

The Mom Project is partnering with a large, established organization in the automotive industry to identify a Contract General Administration - Business Analyst 3 on a contract basis to support its ongoing business needs. This role is 100% remote - MST or local to Arizona.

About the Role:

We are seeking a detail-oriented and collaborative Knowledge Architect to lead end-to-end knowledge management efforts that ultimately power the AskClient chatbot. This includes partnership with COEs on the strategic development, governance, and maintenance of our knowledge. This role is essential to ensuring AskClient 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

Experience:

• 3-5 years of experience in knowledge management, technical writing, or content strategy
• 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
• Proven track record of collaborating with cross-functional teams and subject matter experts
• Proficiency in ServiceNow Knowledge Management module
• Strong understanding of content management systems and information architecture
• Familiarity with analytics tools for measuring content performance
• 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

We offer a competitive salary range for this position. Most candidates who join our team are hired at the median of this range, ensuring fair and equitable compensation based on experience and qualifications.

Contractor benefits are available through our 3rd Party Employer of Record (Available upon completion of waiting period for eligible engagements) Benefits include: Medical, Dental, Vision, 401k.

An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

Unless expressly authorized in the interview/skill set validation instructions, candidates may not use AI tools or other third-party assistance during an interview or assessment to generate or provide substantive answers to interview questions. Candidates should answer organically in their own words, drawing on their own knowledge, skills, and experience. Failure to adhere to these expectations may result in the candidate being removed from consideration.

Note: This is not meant to address the use of assistive technologies (e.g., captioning, screen readers, speech-to-text, text-to-speech, etc.) where approved as reasonable accommodations.