About the job

The Enterprise Service Management team within the Global Business Services organization is looking for a Knowledge Architect to join our team. As a Knowledge Architect, you will be responsible for developing the overall architecture of how knowledge flows through our systems and is leveraged to drive automation, case and ticket deflection and predictive opportunities. Your focus will be to architect the approach to identify and capture information (content, use of that content, persona data, behavior data, etc), translating opportunities and requirements into systems, applications or process design solutions and integrating architecture, and then continuously improve how to anticipate our associates' needs and proactively provide required information to ensure a seamless support experience, balancing deflection with associate experience.

The Knowledge Architect needs to have an understanding of Knowledge-Centered Service (KCS) methodology and practices as well as the support processes and tools being used in the support organization. Ideally this person is KCS v6 Practices Certified. The architect stays abreast of best practices and advancements in the industry and works to incorporate those standards into the company.

Join us in revolutionizing the associate support experience through cutting-edge technology and innovative knowledge management practices!

What you will do

• Design a scalable knowledge management infrastructure that enables user growth over time, developing, roadmapping and implementing strategies for automation
• Define an architecture around knowledge that incorporates machine learning and GenAI Large Language Models to enhance support agent capabilities and implement efficiencies through Robotic Process Automation (RPA) to reduce repetitive tasks.
• Focus on macro case analysis and session-based analytics to identify knowledge base solutions and how to increase the value delivered from the knowledge and support available
• Explore and implement visualizations of session-based user journeys through the support experience
• Own the taxonomy infrastructure for various support objects, including knowledge, cases, notifications, surveys, service offerings, and SLA thresholds.

• Key contributor to building and maturing KCS processes and framework as well as the adoption plan
• Enable support agents to capture, reuse, and improve content, allowing seamless sharing with users.
• Define, monitor and improve knowledge success metrics

The salary range for this position is $142,140 - $234,500. Actual offer will be based on your qualifications.

What you will bring

• Proven experience in knowledge management and architecture.
• Familiarity with machine learning, GenAI Large Language Models, and Robotic Process Automation.
• Strong understanding of Knowledge-Centered Service (KCS) methodology; Ideally KCS v6 Practices Certified.
• Both analytic and influence skills.
• Excellent communication and collaboration skills.
• Ability to manage multiple projects simultaneously.