About this role
Managing content lifecycle checkpoints and routing knowledge-related requests from operational teams forms the daily foundation for this position. The Customer Care and Managed Services team relies on this function to maintain accurate, well-governed knowledge ecosystems that feed GHX's operations and AI platforms.
Collaborating closely with leadership, subject matter experts, data scientists, and operational teams, the person in this role identifies content gaps, translates business needs into structured information assets, and structures content for AI ingestion. Ideal candidates treat knowledge gaps as solvable problems, possess strong organizational skills, and can move from identifying a gap to resolving it with minimal direction.
What you will do
- Manage the intake, triage, and routing of knowledge-related requests from operational teams.
- Maintain the content lifecycle through subject matter expert review checkpoints by flagging material for updates, reviews, or archiving.
- Identify obsolete, duplicate, or conflicting content and drive resolution through appropriate stakeholders.
- Structure and groom knowledge content for ingestion into company AI platforms while ensuring format, tagging, and taxonomy standards are met.
- Partner with data scientists and artificial intelligence developers to understand ingestion requirements and close content gaps.
- Analyze and document knowledge workflows to identify gaps or structural issues that reduce content usability or machine learning accuracy.
- Collect stakeholder requirements and develop content solutions that meet operational team needs.
What you need
- Possess two or more years of related experience in knowledge management, operations enablement, content governance, or business analysis.
- Demonstrate experience developing and maintaining content for both human consumption and machine ingestion.
- Hold a bachelor's degree in Business, Information Management, Organizational Development, or a related field, or have an equivalent combination of education and experience.
- Demonstrate strong written and verbal communication skills with the ability to tailor messages by audience.
- Show familiarity with knowledge management systems such as Confluence, Atlassian, Salesforce Knowledge, or ServiceNow.
- Bring an analytical mindset with the ability to interpret usage data and translate findings into actionable improvements.
- Maintain proficiency in Microsoft 365 applications including Word, Excel, SharePoint, and Forms.
Nice to have
- Change management or KM certification such as Prosci, KCS, or ACMP
- Understanding of how content structure and taxonomy affect AI and ML model performance
- CRM familiarity, with Salesforce preferred
Skills and tech stack
Questions candidates ask
What team does this role belong to?
The AI Knowledge Analyst is a member of the Customer Care and Managed Services team. This group ensures the knowledge ecosystems powering operations and AI platforms remain accurate and well-governed.
What tools and software are used in this position?
Daily work involves knowledge management systems like Confluence, Atlassian, Salesforce Knowledge, or ServiceNow. Proficiency in Microsoft 365 applications such as Word, Excel, SharePoint, and Forms is also required.
What type of experience is required for applicants?
Applicants need two or more years of related experience in knowledge management, operations enablement, content governance, or business analysis. Candidates must also demonstrate experience developing and maintaining content for both human consumption and machine ingestion.