Knowledge & AI Enablement Architect

CBRE; Richardson (TX); On-site; USD 90,000 - 120,000; Full time

Job summary

CBRE Knowledge & Enablement Specialist role within People Services to build and maintain a high-quality knowledge base for human and AI use. You will partner with SMEs to capture knowledge, ensure structured content and governance, and support AI-enabled search across systems.

Responsibilities include leading SME sessions, applying metadata/taxonomy, managing content lifecycle, and leveraging KM analytics to drive improvements and knowledge health.

Qualifications

• 3-5+ years of dedicated KM experience including knowledge base ownership, content lifecycle management, taxonomy and governance.
• Understand knowledge architecture: metadata, taxonomy, content modularization and structuring for AI consumption.
• Hands-on experience with the KM lifecycle: intake, authoring, review, publishing, versioning and retirement.
• Exceptional writing and editing skills with the ability to produce clear, consistent content at scale.
• Familiarity with AI search, retrieval and the content quality factors that affect AI output.
• Experience with ServiceNow knowledge management is a plus.
• Background in HR, People Operations or Shared Services is strongly preferred.
• Comfortable using KM analytics and health metrics to guide decisions and report on performance.

Responsibilities

• Apply and maintain knowledge structure, metadata, taxonomy and governance standards that enable reliable search, retrieval and AI consumption across the People Services knowledge base.
• Partner with SMEs and key stakeholders to identify, capture and document knowledge, leading monthly SME calls and knowledge capture sessions.
• Update knowledge articles, process guides, FAQs and decision support content in partnership with SMEs, applying content standards consistently.
• Own the content review and sign-off process, coordinating timely SME and stakeholder approvals and maintaining a governance calendar.
• Manage the full content lifecycle including versioning, retirement and archival, responding to policy and process changes promptly.
• Structure and tag content to support AI-powered search, Now Assist and Virtual Agent in ServiceNow, monitoring performance and flagging retrieval issues.
• Track knowledge base health across usage, search success and self-service adoption, maintaining a health dashboard and using data to prioritize improvements.

Skills

Knowledge Management

Metadata & Taxonomy

AI content optimization

Content lifecycle

KM analytics

ServiceNow knowledge management

HR / People ops background

Content governance

Tools

ServiceNow

Job description

CBRE Knowledge & Enablement Specialist role within People Services to build and maintain a high-quality knowledge base for human and AI use. You will partner with SMEs to capture knowledge, ensure structured content and governance, and support AI-enabled search across systems.

Responsibilities include leading SME sessions, applying metadata/taxonomy, managing content lifecycle, and leveraging KM analytics to drive improvements and knowledge health.