Middle Knowledge Architect

Knowledge Architect – AI Knowledge Management

Location: Remote – Must be able to work Mountain Standard Time (MST) hours

Assignment Duration: 12-month contract with potential for extension or direct hire

Schedule: Full-time, 40 hours per week

Position Overview

We are seeking a detail-oriented, analytical, and collaborative Knowledge Architect to support the development, organization, and governance of enterprise knowledge content powering General Motors' AskGM AI chatbot.

This position combines content architecture, analytical storytelling, and project management to ensure that complex business information is transformed into accurate, accessible, and actionable knowledge for employees and end users.

The Knowledge Architect will work closely with cross-functional teams and Centers of Excellence (COEs) to translate existing documentation, frequently asked questions (FAQs), policies, and business processes into structured knowledge articles that support effective AI-powered information delivery.

This is an exciting opportunity for someone with a background in knowledge management, content strategy, technical writing, or information architecture who wants to gain hands-on exposure to emerging AI technologies.

This is not a software development or coding position. The primary focus is on structuring, optimizing, and managing the content that enables AI tools to deliver reliable and relevant information.

Key Responsibilities

Content Architecture & Knowledge Management

• Develop, organize, and maintain structured knowledge content supporting the AskGM AI chatbot.
• Translate complex business processes, policies, FAQs, and subject matter expertise into clear, concise, and user-friendly knowledge articles.
• Apply information architecture principles to ensure content is logically organized, easily discoverable, and suitable for AI-powered information retrieval.
• Partner with COEs to identify knowledge gaps, gather relevant information, and develop documentation aligned with business needs.
• Maintain knowledge articles, procedures, and supporting documentation in accordance with recurring business activities, annual cycles, and organizational changes.
• Establish and maintain consistent content structures, formatting standards, and documentation practices.

Analytical Storytelling & Content Optimization

• Transform complex or fragmented information into structured, meaningful content that effectively communicates business processes and guidance.
• Analyze knowledge content and available performance data to identify opportunities for improved accuracy, clarity, accessibility, and effectiveness.
• Evaluate chatbot responses and user feedback to identify missing information, content inconsistencies, and opportunities to improve knowledge delivery.
• Collaborate with business and technical stakeholders to distinguish content-related issues from AI-generated inaccuracies or underlying platform defects.
• Recommend content improvements based on usage trends, quality assessments, and evolving business requirements.

Knowledge Governance & Quality Assurance

• Support knowledge governance standards, including content approval workflows, review schedules, version control, and change management.
• Conduct regular audits of knowledge articles to ensure accuracy, relevance, consistency, and compliance with organizational standards.
• Coordinate the creation, revision, retirement, and archival of knowledge content.
• Work with stakeholders to ensure documentation remains current as business processes, policies, and systems evolve.
• Implement quality control practices that promote reliable, consistent information across the knowledge management environment.

Cross-Functional Collaboration & Project Management

• Build strong working relationships with COEs, subject matter experts, technical teams, and business stakeholders.
• Coordinate multiple knowledge management initiatives, balancing competing priorities, deadlines, and stakeholder expectations.
• Serve as a liaison between business teams providing source information and technical teams supporting the AskGM platform.
• Track content development, review cycles, approvals, and project deliverables to ensure timely completion.
• Proactively communicate project progress, identify obstacles, and facilitate resolution of content-related issues.

Required Qualifications

• 3–5 years of experience in knowledge management, technical writing, content strategy, information architecture, or a closely related discipline.
• Strong understanding of content architecture, content management systems, and principles for organizing and maintaining structured information.
• Demonstrated ability to translate complex information, technical documentation, and subject matter expertise into clear, concise, and accessible content.
• Experience using analytical thinking and storytelling techniques to organize information and communicate meaningful insights.
• Familiarity with analytics or reporting tools used to evaluate content performance, quality, or effectiveness.
• Proven experience collaborating with cross-functional teams, business stakeholders, and subject matter experts.
• Strong organizational and project management skills, including the ability to manage multiple workstreams and competing priorities.
• Excellent written communication, attention to detail, and problem-solving abilities.

Preferred Qualifications

• Bachelor's degree in Communications, Information Science, Business, Technical Writing, or a related field.
• 2+ years of hands-on experience with ServiceNow, particularly its Knowledge Management module.
• Experience supporting AI-powered chatbots, virtual assistants, or enterprise knowledge retrieval systems.
• Familiarity with natural language processing (NLP), generative AI, or AI/ML concepts as they relate to content management.
• Experience developing technical documentation, instructional materials, FAQs, or enterprise knowledge bases.
• Familiarity with knowledge governance, content lifecycle management, and quality assurance practices.
• Experience coordinating projects involving multiple business functions or Centers of Excellence.

Why This Opportunity?

This role offers the opportunity to work at the intersection of enterprise knowledge management and emerging AI technology within a major global automotive organization.

You'll help shape how business knowledge is structured, maintained, and delivered through AI-powered tools while collaborating with teams across the organization.

For professionals interested in the evolving relationship between content strategy, information architecture, and artificial intelligence, this position offers valuable hands-on experience with enterprise AI applications without requiring a software engineering background.

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