Sr. Knowledge Management Specialist

Travis Credit Union•Vacaville, CA

3d•$107,016 - $132,205•Hybrid

About The Position

Travis Credit Union’s (TCU) Knowledge Management (KM) Specialist designs, governs, and continuously improves the knowledge ecosystem to ensure employees have access to accurate, trusted, and usable knowledge to perform their work effectively. This position serves as a specialized knowledge professional and internal consultant, providing leadership in knowledge management as both a disciplined practice and an enabling capability. The KM Specialist operates with a high degree of professional rigor, applying analytical, project management, and systems-thinking skills to mature KM and drive measurable outcomes. This role leads through influence and partnership to ensure knowledge is trusted, adopted, and continuously improved across the organization.

Requirements

Excellent verbal and written communication skills with the ability to explain complex concepts clearly, tailor messaging to diverse audiences (frontline employees, SMEs, leaders, and executives), manage expectations, build consensus, and influence outcomes without direct authority.
Strong listening, critical thinking, and analytical skills, with the ability to synthesize information, evaluate options, identify patterns and knowledge gaps, interpret metrics and trends, and translate data into actionable insights and sound recommendations in complex or ambiguous situations.
Deep understanding of KM practices, including governance, content quality, lifecycle management, adoption, and information organization, with proven success serving as a KM consultant and advisor to guide evidence‑based improvements that enhance consistency, performance, and employee effectiveness.
Demonstrated ability to work independently with initiative, lead meetings and working sessions, coach and mentor SMEs, provide constructive feedback, and guide individuals and groups toward decisions and outcomes that advance KM objectives.
Strong project management skills (planning, prioritization, dependency and risk management) supported by proficiency with KM platforms (Ask Travis), analytics and reporting tools, project management and collaboration tools, and Microsoft Office products, with high attention to detail, accuracy, quality, and confidentiality.
Bachelor’s degree in Information Management, Information Systems, Computer Science, Business, or a related field; or equivalent related work experience.
Minimum 6 years of progressive experience in knowledge management or a related field, including working in a regulated environment.
Demonstrated experience leading complex or cross‑functional KM initiatives, including project management responsibilities and vendor collaboration, and administering or optimizing KM platforms, analytics, and governance practices.

Nice To Haves

Industry‑recognized KM certifications preferred (e.g., KCS, APQC, KMI, Information Mapping, etc.).

Responsibilities

Manages the narrative around KM and the knowledge platform (Ask Travis) by monitoring perception, addressing negative or inaccurate assumptions, and reinforcing the value and purpose of knowledge management.
Proactively socializes KM strategy, knowledge platform (Ask Travis) capabilities, updates, and changes by engaging directly with employees, sharing progress, addressing misconceptions, and preventing information gaps.
Applies generative AI (GenAI) and AI-enabled capabilities in alignment and compliance with company policy to optimize search, improve content consistency and quality, identify knowledge gaps, and enhance how employees discover and use knowledge.
Stays current on KM analytics and industry trends and leads KM readiness for emerging capabilities by researching practices, evaluating applicability, coordinating cross-functional review, testing, piloting, training, and ensuring governance alignment.
Serves as a specialized knowledge professional and internal consultant by assessing organizational needs, advising leaders and business units, and recommending evidence-based KM practices and improvements.
Designs, governs, and continuously improves knowledge management by defining governance frameworks, content standards, lifecycle processes, operating models, and decision structures and ensuring consistent adoption across business units.
Leads KM governance execution and decision-making by facilitating the governance committee, guiding prioritization and approvals, documenting outcomes, and ensuring follow-through on actions.
Acts as the functional and technical Subject Matter Expert (SME) for the knowledge platform (Ask Travis) by governing content structures, roles, permissions, workflows, reporting, intake mechanisms, and analytics to ensure consistency and quality.
Owns content quality and lifecycle management by defining requirements for structure, metadata, versioning, review cadence, retirement, and deletion and by consolidating, cleaning up, and strengthening content based on usage and analytics.
Defines, manages, and enables the SME operating model by establishing selection criteria, onboarding and training expectations, accountability measures, and providing coaching, feedback, and ongoing performance support.
Develops and applies KM analytics and insights by delivering dashboards and executive summaries, identifying risks, gaps, and governance non-compliance, and driving prioritization, performance management, and continuous improvement.