Knowledge Architect (Remote - MST Hours)

A partner of The Mom Project in the automotive industry is seeking a contract Knowledge Architect to help support their business needs.

Responsibilities:

• Author high-quality knowledge articles, procedures, and documentation aligned with annual cycles, events, and activities for assigned Centers of Excellence (COEs).
• Lead end-to-end knowledge management efforts supporting chatbot and knowledge platform initiatives.
• Enforce knowledge governance policies, including approval workflows, review cycles, stakeholder alignment, version control, and change management standards.
• Implement quality control processes for knowledge article creation, updates, retirement, and archival.
• Conduct regular content audits to ensure accuracy, relevance, compliance, and content quality.
• Build and maintain strategic partnerships with Centers of Excellence and cross-functional stakeholders.
• Coordinate with COE partners to ensure specialized knowledge is accurately represented within knowledge systems.
• Serve as the primary liaison between technical teams and business stakeholders for knowledge-related initiatives.
• Troubleshoot technical and content-related issues, including identifying knowledge gaps, hallucinations, and platform-related issues.
• Maintain and improve knowledge architecture, information organization, and content structure.
• Support analytics and reporting initiatives related to content quality and performance.
• Stay current with ServiceNow updates, knowledge management best practices, and AI-powered support technologies.
• Support chatbot and AI-powered support system optimization initiatives.

Skills and Qualifications:

• Bachelor’s degree preferred.
• 3–5 years of experience in knowledge management, technical writing, content strategy, or related fields.
• Strong experience translating complex technical concepts into user-friendly content.
• Strong understanding of content management systems and information architecture.
• Experience developing, maintaining, and governing knowledge content.
• Strong analytical storytelling and communication skills.
• Strong project management skills with the ability to manage multiple initiatives simultaneously.
• Experience collaborating with cross-functional teams and subject matter experts.
• Ability to troubleshoot content quality, platform, and AI-related knowledge issues.
• Strong organizational skills and attention to detail.
• Ability to work effectively in collaborative and fast-paced environments.
• Familiarity with analytics and content performance measurement tools.
• Experience with content architecture and knowledge governance practices.

Preferred Qualifications:

• 2+ years of hands-on experience with the ServiceNow platform, preferably within Knowledge Management modules.
• Experience working with chatbots or AI-powered support systems utilizing AI/ML or natural language processing concepts.
• Proficiency with the ServiceNow Knowledge Management module.
• Background in technical documentation or instructional design.

Hours and Location:

• M-F, 40 hours/week
• 100% remote - MST hours
• 7 am - 4 pm MST

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.