Knowledge Strategist

Rocket Companies Inc. • Detroit, MI

66d

About The Position

As a Knowledge Strategist at Rocket Companies, you will own the governance, taxonomy, and search optimization of our ServiceNow knowledge ecosystem. You'll ensure information is accurate, structured, and AI-ready to support seamless employee experiences. Your expertise will make knowledge easy to find and actionable while partnering with content owners across the organization to drive strategic initiatives that integrate knowledge into conversational flows.

Requirements

• Experience with ServiceNow Knowledge Management or similar platforms
• Strong understanding of taxonomy design, search optimization, and governance principles
• Ability to train and enable stakeholders effectively
• Familiarity with AI/chatbot content readiness and conversational design
• Excellent communication, organizational, and problem-solving skills

Nice To Haves

• ServiceNow Knowledge Manager certification or related credentials
• Experience managing intranet systems
• Background in information architecture or content design
• Proven track record of improving knowledge findability metrics

Responsibilities

• Develop and maintain article templates, style guides, and publishing standards for Rocket's knowledge ecosystem
• Manage contributor permissions and enforce governance models to ensure content quality and consistency
• Host monthly office hours and training sessions for 80+ content partners to build knowledge management capabilities
• Define and evolve Rocket's knowledge taxonomy, hierarchies, and tagging standards to improve findability
• Configure ServiceNow AI Search, including synonyms and relevancy tuning to enhance user experience
• Lead content migration projects and audit migrated content for alignment with Rocket standards
• Partner with Product Strategy to evolve Rocket's intranet roadmap and knowledge strategy

Benefits

• Our team members fuel our strategy, innovation and growth, so we ensure the health and well-being of not just you, but your family, too!
• We go above and beyond to give you the support you need on an individual level and offer all sorts of ways to help you live your best life.
• We are proud to offer eligible team members perks and health benefits that will help you have peace of mind.
• Simply put: We've got your back.
• Check out our full list of Benefits and Perks.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Management of Companies and Enterprises
• Education Level: No Education Listed