Knowledge Governance Specialist II

Role Overview

• The Knowledge Governance Specialist supports the creation, organization, and continuous improvement of customer-facing and internal knowledge within BambooHR’s Customer Experience organization.
• This role helps keep Help Center content, in-app guidance, internal SOPs, and AI-consumable knowledge (including chatbot responses, in-product guidance, and internal support tools) accurate, consistent, and easy for both employees and customers to use.
• Working under general direction, the Specialist applies and adapts established governance standards, exercising independent judgment, and identifies, recommends, and implements governance improvements that strengthen knowledge quality, discoverability, operational efficiency, and AI-assisted support experiences.
• The specialist determines appropriate knowledge structure, metadata, version control, and taxonomy practices to maintain a reliable Single Source of Truth and resolves governance issues that require interpretation of standards, balancing customer, operational, and AI retrieval needs.
• Through audits, remediation, and data-informed updates tied to product and policy changes, this role improves findability, reduces repeat questions, and strengthens the precision of AI-assisted support experiences.
• The Specialist independently prioritizes remediation efforts based on business impact, usage patterns, and governance risk.
• The Specialist leverages AI-enabled tools and workflows to improve knowledge quality, identify content gaps, analyze usage patterns, and support scalable knowledge governance practices while maintaining accountability for content accuracy, usability, and business outcomes.

Requirements

• Strong attention to detail, information judgment, and ability to follow established standards and processes with consistency.
• Clear written communication skills with the ability to create and edit content that is concise, accurate, and easy to understand.
• Demonstrated ability to collaborate with cross-functional stakeholders to validate information, resolve ambiguity, and maintain content accuracy, and influence knowledge governance decisions without direct authority.
• Evaluate, identify, and interpret usage signals (search terms, article performance, feedback trends, chatbot fallback indicators) to identify content gaps.
• Ability to use data, AI-assisted insights, and performance signals to identify, prioritize, and implement content and knowledge improvements.
• Ability to manage multiple tasks and deadlines with reliability and accountability.
• Experience working in content and knowledge systems such as Help Center platforms, content management systems (CMS), and work management tools (e.g., Jira, Wrike, or similar), as well as basic familiarity with analytics dashboards used to track content usage and performance.
• Demonstrated curiosity and learning agility, including the ability to learn new products, technologies, AI-enabled workflows, and knowledge management practices.

Benefits

• Comprehensive health, life, and disability insurance
• Generous leave policies that include 4 weeks of vacation, 12 company holidays, parental leave, and volunteer time off so you can enjoy quality of life
• 401k plans with up to 6% company match
• $2000 Paid-Paid Vacation bonus
• EAP through Headspace
• Check out all our benefits that benefit you