Senior Specialist, Knowledge Management

The Job

• Audit and Triage: Conduct a structured assessment of the T&S knowledge landscape: what exists, where it lives, how current it is, and what is missing. Map the gaps between documented process and actual practice across policy, compliance, operations, and review functions. Identify contradictions between documents and prioritize remediation based on operational risk and usage frequency, not comprehensiveness.
• Design the Information Architecture: Build the structural foundation of the knowledge system and the logic that governs how content is organized and retrieved, to serve both findability and governance. This includes selecting and administering the tooling, setting permissions structures, and maintaining the integrity of the system as it scales.
• Own the Foundation: Design and implement the frameworks that make the knowledge base coherent across teams: documentation templates by content type, versioning protocols, review cadences, content lifecycle rules including deprecation and archiving, and the quality criteria that define what publishable guidance looks like.
• Oversee Downstream Propagation: Maintain a dependency map of T&S knowledge: which source documents feed which downstream artifacts, and what needs to be updated when a source changes so that stale or superseded content does not persist in active use.
• Capture Institutional Knowledge: Develop and run structured methods for extracting undocumented knowledge from experienced team members. This includes documentation sprints, structured interviews with subject matter experts, and shadow sessions with reviewers and operations staff.
• Close the Feedback Loop: Maintain active signals from the frontline back to documentation owners. in collaboration with QA and SMEs, synthesize escalation patterns, reviewer improvisation, and recurring QA errors that show the knowledge system may be failing or need revision. Act as an early warning system for knowledge gaps before they become operational errors at scale.
• Own Ongoing Health: Maintain the knowledge base as a living system through scheduled content reviews with document owners, proactive identification of drift between documentation and practice, and a clear process for submitting and resolving content gaps.
• Enable the Team: ...