Knowledge Management and Learning Specialist II

CivicPlus, LLC

8d•$65,000 - $70,000

About The Position

The Knowledge Management and Learning Specialist II creates and curates employee-facing content across CivicPlus’s Internal Knowledge Base (IKB) and Learning Management System (LMS). The role partners with subject matter experts to translate business needs and source information into clear articles, guides, toolkits, lessons, and assessments, and recommends improvements to IKB governance while helping maintain accurate content across both systems. The specialist manages content development and review workflows, maintains IKB standards and organization, and uses search, usage, feedback, and review data to recommend improvements and report on content health and risks. The role coordinates with Learning and Development, Internal Communications, and Product Operations, and applies confidentiality, security, accessibility, and access standards throughout the content lifecycle. It also validates AI-assisted content and cross-trains with the L&D Specialist II to provide reciprocal coverage, including trained backup for learning systems administration and operations.

Requirements

At least 3 years of relevant experience in knowledge management, technical writing, content development, learning and development, or a closely related role, including hands-on work with a knowledge base or documentation platform.
Experience developing or improving content organization, standards, governance practices, or review workflows, and explaining recommendations and carrying them through implementation.
Experience interviewing subject matter experts and independently developing, validating, and maintaining knowledge resources or learning content for employee or other end-user audiences.
Strong writing, editing, and interviewing skills, including the ability to turn incomplete or complex source information into clear, accurate, actionable content.
Working knowledge of information architecture, taxonomy, metadata, search optimization, and the content lifecycle.
Ability to apply basic adult learning principles and accessible content practices.
Ability to influence without authority, build effective SME relationships, and follow through on cross-functional review commitments.
Ability to interpret usage and feedback data, make practical recommendations, and evaluate whether changes improve the employee experience.
Comfort with content platforms, Markdown, and basic HTML formatting, and ability to learn administrative workflows.
Sound judgment when handling confidential information.
AI-forward mindset and demonstrated ability to use AI tools to improve productivity, decision-making, work quality, and outcomes.
Applicants must be authorized to work in the United States; CivicPlus is unable to provide visa sponsorship now or in the future.

Nice To Haves

Bachelor's degree in Information or Knowledge Management, Learning and Development, Education, English, Communications, Human Resources, or a related field, or equivalent work experience.
Experience creating LMS lessons, curating learning content, or supporting LMS administration.

Responsibilities

Create and maintain articles, guides, toolkits, lessons, and assessments across the IKB and LMS using formats suited to the audience, business need, and intended outcomes.
Partner with subject matter experts to gather and validate information, resolve content gaps, and develop clear, accurate, accessible materials through established review and approval processes.
Manage content requests and development projects by clarifying scope, coordinating stakeholders, and prioritizing work within the direction set by L&D leadership.
Manage content review schedules and SME follow-up across both systems, including auditing resources, completing revisions, documenting review outcomes, and recommending consolidation or retirement.
Maintain IKB governance, content standards, organization, taxonomy, and publishing practices; recommend improvements and implement changes approved by the Director.
Use search data, usage patterns, employee feedback, and review completion data to recommend content improvements and report on content health and unresolved risks.
Coordinate with the L&D Specialist II on LMS publishing, archival actions, audience assignments, and operational delivery, and with Internal Communications on rollout messaging and access to resources.
Partner with Product Operations on internal product content and platform needs while respecting its ownership of product content and platform administration.
Apply confidentiality, security, accessibility, and access standards throughout the content lifecycle, and validate AI-assisted content for accuracy, clarity, and completeness.
Maintain contributor guidance and shared procedures, and cross-train with the L&D Specialist II to support reciprocal coverage, including trained backup for learning systems administration and operations.