Knowledge Engineer

Role Overview

• Design and maintain enterprise knowledge structures.
• Define information architecture, taxonomy, naming conventions, and metadata standards.
• Ensure knowledge is consistent, searchable, and version-controlled across platforms.
• Eliminate duplication and drive reuse of authoritative content.
• Establish and enforce standard templates for: Policies and procedures, How-to guides and FAQs, Operational playbooks, Decision trees and troubleshooting guides.
• Normalize content into consistent formats suitable for: ServiceNow knowledge articles, GenAI retrieval (RAG), M365 Copilot consumption.
• Implement content quality checks for accuracy, completeness, and clarity.
• Manage review cycles, ownership, and content lifecycle (draft → approved → archived).
• Work directly with SMEs, business leaders, and frontline teams to: Elicit tacit knowledge, Convert tribal knowledge into documented standards, Resolve conflicting or outdated information, Facilitate working sessions and reviews to validate content correctness.
• Act as a bridge between business teams and AI/IT teams.
• Prepare and structure knowledge for seamless reuse in ServiceNow: Incident, problem, and request workflows, Agent assist and self-service portals.
• Map enterprise knowledge sources to ServiceNow knowledge models.
• Ensure content supports operational resolution, not just documentation.
• Partner with AI/ML and platform teams to: Prepare knowledge for GenAI-enabled chat and copilots, Support Retrieval-Augmented Generation (RAG) pipelines, Apply AI-friendly practices: Clear chunking and modularization, Explicit definitions and terminology, Source attribution and traceability.
• Help define what content is authoritative vs contextual for AI usage.
• Optimize SharePoint and OneDrive content for effective use by Microsoft 365 Copilot.
• Ensure permissions, metadata, and content structure align with Copilot access models.
• Partner with IT and business teams to identify high-value employee workflows where Copilot can surface trusted knowledge.
• Support governance models for Copilot-enabled content usage.
• Define ownership, access controls, and approval workflows for enterprise knowledge.
• Ensure compliance with data privacy, security, and retention policies.
• Maintain auditability and traceability of content used by AI systems.
• Support Responsible AI practices by ensuring GenAI consumes approved, accurate sources only.
• Educate teams on how to contribute, maintain, and use enterprise knowledge correctly.
• Create documentation, guidelines, and best practices for content authors.
• Measure adoption, reuse, and effectiveness of knowledge assets.
• Continuously improve based on feedback from employees and AI system performance.

Requirements

• 3–5 years of experience in knowledge management, content engineering, technical documentation, or enterprise enablement roles.
• Hands-on experience with Confluence, SharePoint, and OneDrive.
• Strong understanding of information architecture, taxonomy, and content lifecycle management.
• Experience working cross-functionally with business, IT, and operations teams.
• Excellent written communication and content structuring skills.
• Ability to translate complex processes into clear, standardized documentation.
• Experience supporting ServiceNow knowledge management.
• Exposure to GenAI, RAG, or AI-powered search/chat systems.
• Familiarity with Microsoft 365 Copilot or enterprise productivity platforms.
• Experience in regulated industries (insurance, auto warranty, financial services).
• Understanding of metadata, tagging, and search optimization.
• Knowledge of governance, compliance, and data privacy principles

Tech Stack

• ServiceNow

Benefits

• Medical, Dental, and Vision Insurance
• Flexible Spending Account
• Health Savings Account
• 401(k) Plan with Company Match
• Company-paid Short-Term and Long-Term Disability
• Company-paid Life Insurance
• Paid Holidays and Vacation
• Employee Referral Program
• Employee Assistance Program
• Wellness Programs
• Paid Community Service Opportunities
• Tuition Reimbursement
• Ongoing Training & Personal Development
• And More!