Knowledge Architect

Aquent is partnering with a leading automotive organization at the forefront of innovation, dedicated to delivering exceptional experiences and driving the future of mobility. This company is renowned for its commitment to quality, cutting-edge technology, and a collaborative environment where every contribution makes a significant impact. Join a team that values precision, strategic thinking, and the power of accessible information to empower users and drive success. This is a remote position but the candidate must work 8am-5pm Mountain Time.

Are you a meticulous and collaborative information expert ready to shape how an entire organization accesses critical knowledge? We are seeking a dynamic individual to step into a pivotal role, leading end-to-end knowledge management efforts that power vital information delivery systems. This is your chance to make a profound impact by ensuring accurate, accessible, and high-quality information reaches users precisely when they need it. You will be the primary steward of knowledge content, building essential partnerships and directly influencing the efficiency and effectiveness of operations.

What You'll Do

• Author high-quality knowledge articles, procedures, and documentation, aligning with organizational cycles and initiatives.
• Enforce robust knowledge governance policies, including content approval workflows, timely review cycles, stakeholder alignment, version control, and change management.
• Implement rigorous quality control processes for the entire knowledge article lifecycle, from creation to retirement.
• Conduct regular content audits to ensure accuracy, relevance, and compliance with organizational standards, managing retirement and archival processes.
• Build and maintain strategic partnerships with internal teams and subject matter experts to ensure specialized knowledge is accurately represented.
• Serve as the primary liaison between technical teams and business stakeholders for all knowledge-related initiatives.
• Troubleshoot technical issues, distinguishing between knowledge gaps, system anomalies, and platform bugs.
• Stay current with platform updates and best practices for knowledge management.

What You'll Bring

Must-Have Qualifications

• 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 the ability to manage multiple initiatives simultaneously.
• Background in technical documentation or instructional design.