Senior Knowledge Management Admin

The Knowledge Management & Intranet Lead owns the administration, governance, maintenance, and continuous improvement of the organization’s knowledge base and intranet. This position ensures employees have reliable access to accurate, current, accessible, and relevant organizational information.

Serving as the primary functional owner of the organization’s digital knowledge environment, the Knowledge Management & Intranet Lead establishes content standards, information architecture, governance processes, and platform practices. The position makes routine platform, content-governance, and prioritization decisions within established technology, security, compliance, and budget parameters.

This role works across departments to improve information access, employee communication, operational efficiency, organizational learning, and knowledge sharing. Although the position does not directly supervise employees, it provides functional direction to content owners, departmental publishers, subject matter experts, and governance participants.

• Knowledge Management and Platform Ownership
  • Lead the implementation, configuration, administration, maintenance, and continuous improvement of the organization’s knowledge base platform.
  • Serve as the primary functional owner and subject matter expert for the knowledge base and intranet.
  • Establish and maintain information architecture, content taxonomy, metadata standards, naming conventions, navigation structures, and search-optimization practices.
  • Develop workflows that support efficient knowledge capture, review, approval, publication, distribution, and retention.
  • Make routine decisions regarding platform configuration, site structure, taxonomy, metadata, workflows, permissions, and content organization within established standards.
  • Manage user permissions, access controls, and security settings in coordination with Information Technology and other control functions.
  • Maintain platform documentation, administrative procedures, and business-continuity information.
  • Coordinate platform updates, upgrades, testing, feature releases, and implementation of approved functionality.
  • Troubleshoot platform and user issues and coordinate with Information Technology, vendors, and other partners to resolve technical problems.
  • Evaluate platform capabilities and recommend enhancements, integrations, and technology investments.

• Content Strategy and Governance
  • Establish and maintain standards, templates, style guidelines, and best practices for organizational knowledge and intranet content.
  • Define governance processes for content creation, review, approval, publication, maintenance, retention, archiving, and removal.
  • Monitor content quality and require appropriate corrections when information is outdated, duplicative, inaccessible, inaccurate, or inconsistent with established standards.
  • Coordinate regular content audits and clean-up activities with departmental content owners.
  • Establish content-review schedules and monitor departmental compliance with review requirements.
  • Facilitate governance committees or working groups as needed.
  • Partner with subject matter experts to capture institutional knowledge, document business processes, and reduce the risk of knowledge loss.
  • Provide functional direction to content owners and departmental publishers regarding content standards, publishing practices, and governance requirements.
  • Escalate significant privacy, security, compliance, legal, records-retention, or reputational concerns to the appropriate leader or control function.

• Intranet Administration and Employee Communication
  • Lead the ongoing design, maintenance, and enhancement of the organization’s intranet in consultation with the Vice President of Employee Engagement.
  • Coordinate the publication of organizational news, resources, policies, procedures, announcements, and employee self-service information.
  • Maintain an intranet experience that is current, accessible, engaging, informative, searchable, and aligned with employee needs.
  • Partner with leaders, department representatives, and subject matter experts to identify important organizational information and determine the most effective way to present it.
  • Establish publishing requirements and content standards for department-managed intranet pages.
  • Review proposed content and structural changes for consistency with information architecture, accessibility, usability, and governance standards.
  • Balance departmental communication needs with the consistency and usability of the overall employee experience.

• Adoption, Training, and Employee Experience
  • Develop and implement strategies that promote adoption and effective use of the knowledge base and intranet.
  • Train content owners, departmental publishers, subject matter experts, and other users on content standards, governance requirements, and publishing procedures.
  • Develop and maintain training materials, user guides, job aids, and educational resources.
  • Gather employee feedback through surveys, interviews, usability reviews, analytics, and other appropriate methods.
  • Identify barriers to information access and recommend solutions that improve the employee experience.
  • Support employee onboarding by ensuring new employees can easily locate essential organizational information and resources.
  • Promote a culture of knowledge sharing, documentation, collaboration, and continuous learning.
  • Facilitate cross-functional discussions and guide stakeholders toward decisions that support consistent enterprise practices.

• Analytics and Continuous Improvement
  • Monitor platform performance, usage metrics, search analytics, user behavior, content quality, and employee engagement data.
  • Establish measures for platform adoption, content effectiveness, search success, information quality, and user experience.
  • Analyze search terms, unsuccessful searches, content gaps, and usage patterns to identify improvement opportunities.
  • Prepare reports, findings, and recommendations for the Vice President of Employee Engagement and organizational leadership.
  • Prioritize routine enhancements and continuous-improvement work based on organizational needs, employee feedback, risk, and available resources.
  • Implement approved enhancements, features, workflows, and integrations.
  • Monitor relevant knowledge-management, digital workplace, employee communication, and collaboration practices.
  • Evaluate the effectiveness of completed improvements and adjust practices as needed.

• Responsible Use of Artificial Intelligence
  • Use approved artificial intelligence tools to support content drafting, summarization, categorization, metadata generation, recommendations, search, and knowledge discovery.
  • Establish practical guidelines for the responsible use of artificial intelligence in knowledge-management and intranet processes.
  • Review and validate AI-generated content for accuracy, accessibility, relevance, appropriate tone, and compliance with organizational requirements before publication.
  • Educate content owners on approved uses, limitations, and review expectations associated with AI-supported content.
  • Partner with appropriate stakeholders to address privacy, security, intellectual-property, records-management, and accuracy considerations.
  • Monitor emerging AI capabilities and recommend appropriate applications that improve knowledge access or employee experience.

• Decision-Making Authority - Within established organizational policies, technology standards, security requirements, compliance requirements, and approved budgets, this position has authority to:
  • Establish and maintain content standards, taxonomies, metadata requirements, templates, navigation structures, and content-review schedules.
  • Approve routine platform configuration, site-structure, workflow, and content-organization changes.
  • Prioritize routine platform enhancements, content improvements, and governance activities.
  • Require content owners to review, correct, archive, consolidate, or remove outdated, duplicative, inaccessible, inaccurate, or noncompliant content.
  • Approve or return content based on established publishing, accessibility, usability, and governance standards.
  • Assign and adjust appropriate platform permissions in accordance with approved access-control practices.
  • Establish operating procedures for departmental publishers and content owners.
  • Convene and facilitate cross-functional governance activities.
  • Coordinate resolution of platform, content, and user-experience issues.

• The position recommends major platform investments, integrations, policy changes, contractual commitments, and initiatives with significant financial, legal, security, privacy, compliance, or organizational implications. Final approval for those decisions remains with the appropriate executive or control function.

• Leadership Responsibility - This position does not directly supervise employees. It provides functional leadership by:
  • Directing organization-wide knowledge-management and intranet practices.
  • Providing standards, guidance, training, and support to departmental content owners and publishers.
  • Leading cross-functional projects and continuous-improvement initiatives.
  • Facilitating governance groups and stakeholder discussions.
  • Coordinating work performed by internal partners, vendors, or project participants.
  • Influencing decisions and building agreement across departments without relying on formal supervisory authority.

• Knowledge, Skills, and Abilities
  • Advanced knowledge of knowledge-management concepts, practices, and governance principles.
  • Knowledge of information architecture, taxonomy, metadata, search, content lifecycle management, and site administration.
  • Ability to establish clear standards and apply them consistently across departments.
  • Ability to exercise independent judgment within established policies and decision boundaries.
  • Ability to evaluate competing needs, identify risks, and make practical recommendations.
  • Ability to use qualitative and quantitative information to identify trends and improvement opportunities.
  • Ability to communicate technical and governance concepts in clear, user-friendly language.
  • Ability to facilitate discussions, resolve differing priorities, and build cross-functional agreement.
  • Ability to lead projects and influence outcomes without direct supervisory authority.
  • Strong attention to detail while maintaining an organization-wide perspective.
  • Commitment to accessible, inclusive, and employee-centered digital experiences.
  • Ability to handle organizational information appropriately and maintain confidentiality.
  • Quality and usefulness of platform analytics, reports, and recommendations.

• Minimum Qualifications - An equivalent combination of relevant education, training, and experience may be considered.
  • Three years of experience administering or supporting a knowledge-management system, intranet, content-management system, enterprise collaboration platform, or comparable technology.
  • Demonstrated experience with content governance, information architecture, taxonomy, metadata, search optimization, permissions, or content lifecycle management.
  • Experience leading cross-functional projects, programs, or process improvements.
  • Experience translating organizational and employee needs into platform, content, or process requirements.
  • Strong written and verbal communication skills, including the ability to organize, simplify, and present complex information for varied audiences.
  • Demonstrated analytical, organizational, facilitation, and problem-solving skills.
  • Ability to provide functional leadership and build productive working relationships across organizational levels.
  • Ability to prioritize concurrent assignments, respond to changing business needs, and meet established deadlines.
  • Proficiency with enterprise productivity, communication, and collaboration tools.

• Preferred Qualifications
  • Experience administering SharePoint, Microsoft 365, or a comparable enterprise content and collaboration environment.
  • Experience implementing, redesigning, or significantly enhancing an organization-wide knowledge base or intranet.
  • Experience developing enterprise content-governance practices.
  • Experience using platform analytics, search analytics, user feedback, or service data to guide improvements.
  • Experience coordinating technology vendors, system integrations, testing, or platform releases.
  • Experience supporting employee communications, employee engagement, organizational development, change management, or organizational learning.
  • Experience using AI-enabled tools for content creation, classification, summarization, search, or knowledge discovery.
  • Knowledge of digital accessibility, records retention, information security, privacy, and responsible AI principles as they relate to employee-facing content.

• This position reports directly to the Vice President of Employee Engagement and may have daily contact with employees, management team, members, Board of Directors, and outside organizations.

• General - The physical demands described here are representative of those that must be to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this position, the employee is regularly required to talk or hear. The employee frequently is required to use hands or finger, handle, or feel objects, tools or controls. The employee is occasionally required to stand, walk, sit, reach with hands and arms, climb or balance, and stoop, kneel, crouch, or crawl.

• Physical - Office mobility required. Approximately 20% standing, 70% sitting, 10% walking, as need demands. Possess sufficient manual dexterity, to skillfully operate standard office equipment including a computer or typewriter keyboard, 10-key calculator, facsimile machine, photocopier and telephone. Other demands include talking, handling & reaching, seeing (corrected vision) and hearing in normal range. Specific vision abilities required by this position include close vision, distance vision, color vision, peripheral vision, and the ability to adjust focus. A telephone device to enhance hearing will be provided if needed. Occasional light lifting. The employee must occasionally lift and/or move up to 30 pounds. Periodic inter-branch or interdepartmental access may be required, including for distribution and access to various materials, equipment, meetings, etc. Storage and retrieval of materials, maximum reach required is 84 inches.

• Mental - Mental effort required involving considerable organization, planning and analytical efforts with superior communication. General demands include alertness, memory, observation, empathy, ingenuity, learning ability, problem solving, patience, initiative, memory, objectivity, creativity, speaking ability, reading, and writing ability, judgment, persuasiveness, concentration, flexibility, precision, and auditory discrimination.

• Environmental - Minimal discomfort from heat, dust, air conditioning. The noise level is usually moderate, including external road noise. Transport within remote branch and/or main office/facility may be single or multilevel (as required) including a variety of stairways, elevators, etc. Exposure to computer and other electronic equipment. The lunch/break area is exposed to microwave and is in the basement at main office. The facility is 100% free of tobacco smoke.

• Equipment - Essential equipment used includes, but may not be limited to telephone, personal computer, other on-line computer terminal(s), calculator, and office security systems. Non-essential equipment generally includes a paper shredder, typewriter, photocopy machine, facsimile (fax) machine, etc.