Knowledge Governance Specialist II

BambooHR • Utah | Hybrid, UT

1d • Hybrid

About The Position

The Knowledge Governance Specialist supports the creation, organization, and continuous improvement of customer-facing and internal knowledge within BambooHR’s Customer Experience organization. This role helps keep Help Center content, in-app guidance, internal SOPs, and AI-consumable knowledge (including chatbot responses, in-product guidance, and internal support tools) accurate, consistent, and easy for both employees and customers to use. Working under general direction, the Specialist applies and adapts established governance standards, exercising independent judgment, and identifies, recommends, and implements governance improvements that strengthen knowledge quality, discoverability, operational efficiency, and AI-assisted support experiences. The specialist determines appropriate knowledge structure, metadata, version control, and taxonomy practices to maintain a reliable Single Source of Truth and resolves governance issues that require interpretation of standards, balancing customer, operational, and AI retrieval needs. Through audits, remediation, and data-informed updates tied to product and policy changes, this role improves findability, reduces repeat questions, and strengthens the precision of AI-assisted support experiences. The Specialist independently prioritizes remediation efforts based on business impact, usage patterns, and governance risk. The Specialist leverages AI-enabled tools and workflows to improve knowledge quality, identify content gaps, analyze usage patterns, and support scalable knowledge governance practices while maintaining accountability for content accuracy, usability, and business outcomes.

Requirements

• Strong attention to detail, information judgment, and ability to follow established standards and processes with consistency.
• Clear written communication skills with the ability to create and edit content that is concise, accurate, and easy to understand.
• Demonstrated ability to collaborate with cross-functional stakeholders to validate information, resolve ambiguity, and maintain content accuracy, and influence knowledge governance decisions without direct authority.
• Evaluate, identify, and interpret usage signals (search terms, article performance, feedback trends, chatbot fallback indicators) to identify content gaps.
• Ability to use data, AI-assisted insights, and performance signals to identify, prioritize, and implement content and knowledge improvements.
• Ability to manage multiple tasks and deadlines with reliability and accountability.
• Experience working in content and knowledge systems such as Help Center platforms, content management systems (CMS), and work management tools (e.g., Jira, Wrike, or similar), as well as basic familiarity with analytics dashboards used to track content usage and performance.
• Demonstrated curiosity and learning agility, including the ability to learn new products, technologies, AI-enabled workflows, and knowledge management practices.

Nice To Haves

• Experience with Help Center/knowledge base platforms, in-app guidance tools, or content management systems.
• Familiarity with taxonomy, information architecture basics, metadata strategies, or content governance practices.
• Experience supporting AI-assisted support experiences, including an understanding of how content structure, metadata, taxonomy, and governance practices influence retrieval quality, grounding, and answer accuracy.
• Experience creating templates, style guides, or reusable patterns for documentation.
• Familiarity with HR and/or Payroll domains or customer-facing CX workflows.

Responsibilities

• Apply established knowledge governance standards (taxonomy, metadata/tagging, content structure, templates, version control, and lifecycle practices) to maintain accurate, organized, and up-to-date knowledge content across customer and internal support channels, and identify opportunities to improve governance practices when standards no longer meet business, customer, or AI-support needs.
• Update and optimize knowledge assets in response to product releases, policy changes, and support trends, ensuring content is timely, clear, and aligned to current functionality.
• Lead assigned accuracy audits and remediation cycles; correct issues such as outdated guidance, duplication, broken pathways, and inconsistent naming or structure, and recommend systemic improvements that reduce recurring governance issues.
• Analyze usage signals (e.g., search behavior, article performance, feedback, and chatbot fallback patterns) and performance data using AI-assisted tools and analysis methods to identify trends, evaluate content effectiveness, identify knowledge gaps, and prioritize and recommend governance improvements based on customer, employee, and AI retrieval behavior.
• Develop, maintain, and refine reusable templates, governance patterns, and content frameworks that improve consistency, discoverability, retrieval quality, and scalability across human-facing and AI-consumable content, and drive adoption of those standards across partner teams.
• Serve as a governance partner with cross-functional teams (Product, Product Marketing, Support Operations, AI Enablement, CX Ops, and CX Learning & Development) to validate accuracy, reduce ambiguity, validate information accuracy, and align knowledge to current standards and customer needs.
• Apply critical judgment when reviewing content, AI-generated recommendations, and proposed updates to ensure information is accurate, trustworthy, and aligned with BambooHR standards before publication.
• Contribute to a positive, values-driven team culture by modeling professionalism, collaboration, and accountability.
• Identify and follow established workflows for review, approval, and publication; publish updates independently, determine appropriate review paths based on content risk and business impact, and route changes requiring review through defined approval processes.

Benefits

• Comprehensive health, life, and disability insurance
• Generous leave policies that include 4 weeks of vacation, 12 company holidays, parental leave, and volunteer time off so you can enjoy quality of life
• 401k plans with up to 6% company match
• $2000 Paid-Paid Vacation bonus
• EAP through Headspace

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed