Knowledge architect

Job Description

Job Description Summary

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

Required Experience

• 3 - 5 years of experience in knowledge management, technical writing, or content strategy

• Experience working with chatbot or AI-powered support systems using natural language processing or AI/ML concepts

• Background in technical documentation or instructional design

• Strong understanding of content management systems and information architecture

• Familiarity with analytics tools for measuring content performance

• Proven track record of collaborating with cross-functional teams and subject matter experts

• Ability to translate complex technical concepts into user-friendly content

• Project management skills with ability to manage multiple initiatives simultaneously

Preferred Experience

• 2+ years of hands-on experience with ServiceNow

• Proficiency in ServiceNow Knowledge Management module

Compensation

The compensation information is a good faith estimate only. It is based on what a successful applicant might be paid in accordance with applicable state laws.

The actual base salary a successful candidate will be offered within this range will vary based on factors relevant to the position, as well as geography of the selected candidate.

• The salary range for this role is $85,100 - $135,900. The actual base salary a successful candidate will be offered within this range will vary based on factors relevant to the position.

• Bonus Potential: An incentive pay program offers payouts based on company performance, job level, and individual performance.

• Benefits: GM offers a variety of health and wellbeing benefit programs. Benefit options include medical, dental, vision, Health Savings Account, Flexible Spending Accounts, retirement savings plan, sickness and accident benefits, life insurance, paid vacation & holidays, tuition assistance programs, employee assistance program, GM vehicle discounts and more.

#LI-NR1

GM does not provide immigration-related sponsorship for this role. Do not apply for this role if you will need GM immigration sponsorship now or in the future. This includes direct company sponsorship, entry of GM as the immigration employer of record on a government form, and any work authorization requiring a written submission or other immigration support from the company (e.g., H1-B, OPT, STEM OPT, CPT, TN, J-1, etc).

This role is based remotely, but if the selected candidate lives within a specific mile radius of a GM hub, they will be expected to report to the location three times a week {or other frequency dictated by your manager}.

This job is not eligible for relocation benefits. Any relocation costs would be the responsibility of the selected candidate.

About GM

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We encourage interested candidates to review the key responsibilities and qualifications for each role and apply for any positions that match their skills and capabilities. Applicants in the recruitment process may be required, where applicable, to successfully complete a role-related assessment(s) and/or a pre-employment screening prior to beginning employment. To learn more, visit How we Hire ( .

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