Knowledge & Learning Specialist II

CivicPlus; United States; On-site; USD 62,000 - 88,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Flexible Time Off

401(k) plan

Job summary

CivicPlus is seeking a Knowledge and Learning Specialist II to create and curate employee-facing content across the IKB and LMS. You will collaborate with subject matter experts to turn business needs into clear articles, guides, toolkits, lessons, and assessments, while improving governance and ensuring accuracy.

You will work with cross-functional teams to manage content workflows, maintain standards, and measure content health using usage data and feedback to drive improvements.

Qualifications

• 3+ years in knowledge management, technical writing, or related roles.
• Hands-on work with a knowledge base or documentation platform.
• Experience improving content organization, governance, or review workflows.
• Experience interviewing SMEs and developing knowledge resources for end users.
• Experience creating LMS lessons or curating learning content.

Responsibilities

• Create and maintain articles, guides, toolkits, lessons, and assessments across IKB and LMS.
• Partner with SMEs to gather, validate information and develop clear, accessible content.
• Manage content requests, scope, stakeholders, and priorities with L&D leadership.
• Audit resources, revise content, and retire outdated material to keep content current.
• Maintain IKB governance, standards, taxonomy, and publishing practices.
• Use data to recommend content improvements and report on content health and risks.
• Coordinate with L&D and Internal Communications on rollout and access.
• Apply confidentiality, security, accessibility, and AI-assisted content accuracy.

Skills

Knowledge management

Technical writing

Content development

LMS administration

Information architecture

Taxonomy

AI tools

SME interviewing

Communication

Content governance

Education

Bachelor's degree in Information or Knowledge Management, Learning and Development, Education, English, Communications, Human Resources, or related field

Tools

Markdown

HTML

LMS

AI tools

Job description

Your Impact

The Knowledge and Learning Specialist II creates and curates employee-facing content across the CivicPlus Internal Knowledge Base (IKB) and Learning Management System (LMS). You'll work directly with subject matter experts to turn business needs and source information into clear articles, guides, toolkits, lessons, and assessments. You'll also recommend improvements to IKB governance and help keep content accurate across both systems.

Description

Your Impact

The Knowledge and Learning Specialist II creates and curates employee-facing content across the CivicPlus Internal Knowledge Base (IKB) and Learning Management System (LMS). You'll work directly with subject matter experts to turn business needs and source information into clear articles, guides, toolkits, lessons, and assessments. You'll also recommend improvements to IKB governance and help keep content accurate across both systems.

About CivicPlus

At CivicPlus, we strive to bring our company vision to life through innovation and collaboration. Supported by approachable leadership and transparent communication, we're empowered to make an impact on local government and the residents they serve. Grow your career alongside great people, where authenticity is welcome, successes are celebrated, and potential is nurtured.

What You'll Do

As a Knowledge and Learning Specialist II, you will:

• Create and maintain articles, guides, toolkits, lessons, and assessments across the IKB and LMS, choosing formats and approaches that fit the audience, business need, and intended outcomes.
• Partner with subject matter experts to gather and validate information, resolve content gaps, and develop clear, accurate, accessible materials through established review and approval processes.
• Manage content requests and development projects, clarifying scope, coordinating stakeholders, and prioritizing work within the direction set by L&D leadership.
• Manage content review schedules and SME follow-up across both systems, including auditing resources, completing revisions, documenting review outcomes, and recommending consolidation or retirement to keep content accurate and relevant.
• Maintain IKB governance, content standards, organization, taxonomy, and publishing practices, and recommend improvements and implement changes approved by the Director.
• Use search data, usage patterns, employee feedback, and review completion data to recommend content improvements and report on content health and unresolved risks.
• Coordinate with the L&D Specialist II on LMS publishing, archival actions, audience assignments, and operational delivery, and with Internal Communications on rollout messaging and access to resources.
• Partner with Product Operations on internal product content and platform needs, while respecting its ownership of product content and platform administration.
• Apply confidentiality, security, accessibility, and access standards throughout the content lifecycle, and validate AI-assisted content for accuracy, clarity, and completeness before use.
• Maintain contributor guidance and shared procedures, and cross-train with the L&D Specialist II to support reciprocal coverage, including trained backup for learning systems administration and operations.

What We're Looking For

We know that excellent candidates come from diverse backgrounds. Even if you don't meet 100% of the listed requirements, we encourage you to apply!

Preferred Qualifications

• Bachelor's degree in Information or Knowledge Management, Learning and Development, Education, English, Communications, Human Resources, or a related field preferred, or equivalent work experience.
• 3+ years of relevant experience in knowledge management, technical writing, content development, learning and development, or a closely related role, including hands‑on work with a knowledge base or documentation platform.
• Experience developing or improving content organization, standards, governance practices, or review workflows, with the ability to explain recommendations and carry them through implementation.
• Experience interviewing SMEs and independently developing, validating, and maintaining knowledge resources or learning content for employee or other end‑user audiences.
• Experience creating LMS lessons, curating learning content, or supporting LMS administration.
• Strong writing, editing, and interviewing skills, with the ability to turn incomplete or complex source information into clear, accurate, actionable content.
• Working knowledge of information architecture, taxonomy, metadata, search optimization, and the content lifecycle, plus the ability to apply basic adult learning principles and accessible content practices.
• Ability to influence without authority, build effective SME relationships, and follow through on cross‑functional review commitments.
• Ability to interpret usage and feedback data, make practical recommendations, and evaluate whether changes improve the employee experience.
• Comfort with content platforms, Markdown and basic HTML formatting, and learning new administrative workflows, along with sound judgment with confidential information.
• AI‑forward mindset with a demonstrated ability to leverage AI tools to improve productivity, decision‑making, and work quality.
• Demonstrated ability to effectively use AI tools to enhance productivity and outcomes.

Why CivicPlus?

This Role Offers

• Both the IKB and the LMS are core to the role, so your work spans knowledge articles and learning content, guided by employee needs, company initiatives, and L&D priorities.
• Independent judgment and room to recommend and implement improvements, within a governance framework approved by the Director of Learning and Development.
• Hands‑on partnership with subject matter experts and teams across the company, including the L&D Specialist II, Internal Communications, and Product Operations.
• Data‑informed work, using search data, usage patterns, employee feedback, and review completion data to shape what gets improved.
• Cross‑training with the L&D Specialist II, including trained backup coverage for learning systems administration and operations.

Compensation And Benefits

• Estimated Salary Grade Range: $61,700–$87,600
• Anticipated Hiring Range: $65,000-$70,000
  • The actual salary offer will carefully consider a wide range of factors, including your skills, qualifications, experience and is based on a 40-hour work week.
• Benefits: Comprehensive health insurance, dental insurance, vision insurance, Flexible Time Off, 401(k) plan, and more.

Our Hiring Process

• Introductory call with Talent Acquisition
• Interview with the Hiring Manager
• Panel Interview with CivicPlus team members, including an interview project activity
• Offer

Note: The process may vary slightly depending on the role.

Additional Information

• CivicPlus is currently unable to provide visa sponsorship for this position now or in the future. Applicants must be authorized to work in the US.
• This position will remain open until November 5, 2026 at 5:00 PM ET. We encourage you to apply as soon as possible, as applications will be reviewed on a rolling basis, and the posting may close earlier at the discretion of the Talent Acquisition team.
• At CivicPlus, we embrace AI and automation as tools that help people work smarter, move faster, and focus on higher‑value work that strengthens communities. We encourage thoughtful, responsible use of technology to improve efficiency, support innovation, and enhance the employee and customer experience—while keeping human judgment, collaboration, and accountability at the center of what we do.

Equal Opportunity Commitment

CivicPlus is proud to be an Equal Employment Opportunity employer. We celebrate and support diversity for the benefit of our employees, products, clients, and communities. Reasonable accommodations are available during the interview process.

Use of Artificial Intelligence in Hiring: We use artificial intelligence (AI) tools to support parts of our hiring process, analyzing resumes, and assessing responses against the qualifications listed in the job posting. These tools assist our recruitment team. People review applications and make all hiring decisions. If you need a reasonable accommodation or would like to request an alternative review process, contact [email protected]. To learn how we collect and use your information, see our Applicant Privacy Notice (https://www.civicplus.help/legal-center/docs/civicplus-privacy-policy).