Business Analyst

Acro Service Corp is seeking a detail-oriented and collaborative Knowledge Architect to lead end-to-end knowledge management efforts that ultimately power the chatbot. This role is essential to ensuring accurate, accessible, and high-quality information is delivered to users while building strong partnerships across their Centers of Excellence (COEs).

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

Requirements:

• 3-5 years of experience in knowledge management, technical writing (being able to take content given by COEs – FAQs being able to translate but not writing code), or content strategy
• Bachelorette degree preferred
• 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
• Content Architecture
• Analytical storytelling
• Project Management