Knowledge Management Administrator for AI & CRM

Commonwealth of VA Careers; Richmond (VA); On-site; USD 73,000 - 84,000; Full time

Job summary

Virginia Retirement System is seeking a Knowledge Management Administrator to manage enterprise knowledge assets and curate AI-enhanced content for staff support across CRM platforms. The role focuses on building knowledge bases, AI prompt libraries, and ensuring accessibility in web and CRM environments.

The position requires strong library science or information management skills, experience with Agent Assist and CRM solutions, and a commitment to governance and continuous improvement.

Qualifications

• Three (3) years experience in content curation, particularly utilizing Generative AI tools such as Agent Assist to support end user engagement and expedient customer service or an equivalent combination of education and experience.
• Proficient in navigating and maintaining a variety of CRM solutions and best practices.
• High School diploma required; Bachelor’s degree preferred in library science, IT, or related field.

Responsibilities

• Administers enterprise knowledge management practices, including taxonomy, metadata standards, content lifecycle management, governance workflows and repository structure.
• Coordinates with business areas and system owners to publish, archive and retire enterprise knowledge content.
• Maintains enterprise knowledge repositories and content inventories to ensure information is current and accessible.

Skills

Generative AI

CRM solutions

Content curation

Education

High School diploma

Bachelor's degree in library science or related field

Tools

SharePoint

Salesforce

Agent Assist

Five9

Job description

Virginia Retirement System is seeking a Knowledge Management Administrator to manage enterprise knowledge assets and curate AI-enhanced content for staff support across CRM platforms. The role focuses on building knowledge bases, AI prompt libraries, and ensuring accessibility in web and CRM environments.

The position requires strong library science or information management skills, experience with Agent Assist and CRM solutions, and a commitment to governance and continuous improvement.