Knowledge Architect

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

• 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

The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.

We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.

Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce’s sole discretion unless and until paid and may be modified in its discretion consistent with the law.

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