Lead Knowledge Enablement Analyst

CLA (CliftonLarsonAllen); Charlotte (NC); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Health, dental, vision

401(k) retirement plan

Job summary

CLA is seeking a Lead Knowledge Enablement Analyst to advance knowledge management across the firm. You will define strategy, governance, and scalable knowledge capabilities to improve effectiveness and reduce silos.

The role partners with senior stakeholders to drive enterprise readiness for AI-enabled experiences and digital enablement. The position leads governance design, content ownership models, taxonomy standards, and information architecture to support future a AI-supported experiences

Qualifications

• 6 years of relevant experience in knowledge management or related fields.
• Bachelor's degree required; combination of experience and training may be accepted.
• Experience with governance, documentation standards, and knowledge lifecycle management.
• Experience partnering with senior stakeholders and leading cross-functional initiatives.
• Familiarity with AI-enabled knowledge solutions and digital enablement practices.

Responsibilities

• Define and lead knowledge management strategies, roadmaps, and governance models.
• Design governance frameworks for content ownership, lifecycle, and quality.
• Partner with senior leaders to align KM with business priorities.
• Lead cross-functional forums and centers of excellence for standardization.
• Measure effectiveness of KM capabilities and drive continuous improvement.
• Prepare knowledge assets for AI-enabled support models.

Skills

Knowledge management

Information architecture

Content strategy

Documentation management

Service management

AI-enabled knowledge solutions

Education

Bachelor's degree in Business/Communications/Information Management/Organizational Development

Tools

SharePoint

ServiceNow

Intranet platforms

Microsoft 365

Taxonomy & metadata

Job description

CLA is a top professional services firm delivering wealth advisory, outsourcing, audit, tax, and consulting services. We believe our people belong here and are empowered to grow, make an impact, and build rewarding careers. We are seeking a Lead Knowledge Enablement Analyst to join our Product Operations team.

This role will lead the evolution of knowledge management practices across the firm by defining and advancing knowledge management strategy, governance, operational excellence, and knowledge enablement practices across business functions. This role leads the design of scalable knowledge capabilities that improve organizational effectiveness, reduce knowledge silos, strengthen operational maturity, and enable future digital and AI-supported experiences. The role establishes governance models, influences standards, leads cross-functional initiatives, and partners with senior stakeholders to build sustainable knowledge management capabilities.

Strategic Leadership

• Define and lead knowledge management strategies, roadmaps, maturity plans, and governance models across multiple business functions or operational domains.
• Establish scalable standards for documentation governance, knowledge lifecycle management, content quality, taxonomy, metadata, repository structure, and ownership.
• Develop long-term approaches that improve operational consistency, knowledge reuse, support readiness, and organizational effectiveness.
• Evaluate emerging trends, technologies, and leading practices related to knowledge management, digital enablement, search, automation, and AI readiness.
• Serve as a senior subject matter expert and trusted advisor on knowledge management strategy and operational maturity.

Governance & Operational Excellence

• Design governance frameworks that drive accountability, consistency, quality, and sustainable knowledge practices.
• Lead efforts to define content ownership models, review cycles, retirement criteria, metadata standards, lifecycle requirements, and quality expectations.
• Provide strategic oversight of repository structures, information architecture, documentation standards, and content governance practices.
• Lead initiatives that improve content discoverability, trustworthiness, usability, and reuse across teams.
• Help establish common practices that allow teams to maintain domain-specific ownership while following shared organizational standards.

Enterprise Partnership & Influence

• Partner with senior leaders and cross-functional stakeholders to align knowledge management strategies with business priorities.
• Lead governance forums, working groups, centers of excellence, and cross-functional initiatives focused on standardization, knowledge sharing, and operational maturity.
• Influence adoption of consistent knowledge management practices across functions, repositories, and operational processes.
• Provide guidance to stakeholders navigating complex documentation, governance, repository, or knowledge-sharing challenges.
• Lead through influence and provide direction to teams or contributors without direct people management responsibility.

Measurement & Continuous Improvement

• Establish measures of effectiveness for knowledge management capabilities, governance maturity, operational readiness, and content quality.
• Analyze organizational trends, risks, and opportunities using inputs such as support tickets, feedback, search behavior, audits, incidents, onboarding challenges, and process gaps.
• Lead initiatives that improve documentation quality, content freshness, search effectiveness, support readiness, ticket deflection, onboarding efficiency, and incident response consistency.
• Identify strategic opportunities to close knowledge gaps and scale improvements across functions.
• Use insights and measurement to prioritize improvements and demonstrate the value of knowledge management practices.

Digital & AI Readiness

• Define standards that support self-service, automation, AI-enabled experiences, Copilot, agents, and future digital worker capabilities.
• Partner with technology, data, and business teams to improve how knowledge is structured, retrieved, reused, and governed.
• Lead efforts to prepare knowledge assets for digital and AI-enabled support models.
• Evaluate opportunities to improve knowledge retrieval, automation, machine readability, and operational scalability.
• Guide stakeholders in structuring content so it can be used effectively by both people and AI-enabled tools.

Experience

• 6 years of relevant experience required.
• Experience in knowledge management, information architecture, content strategy, documentation management, service management preferred.

Education

• Bachelor's degree is required. Combination of relevant experience, education, and training may be accepted in lieu of degree.
• Degree in Business, Communications, Information Management, or Organizational Development preferred.

Technical Competencies

• Experience with SharePoint, ServiceNow, intranet platforms, document libraries, knowledge bases, or similar content repositories.
• Familiarity with documentation standards, process mapping, content governance, or knowledge management practices.
• Experience working with Microsoft 365 or similar collaboration tools.
• Experience with taxonomy, metadata, search optimization, repository governance, or information architecture.
• Experience supporting service management, operational readiness, change management, training, support enablement, or enterprise platform initiatives.
• Experience with AI-enabled knowledge solutions, Copilot, ChatGPT, agentic workflows, retrieval-augmented generation, prompt frameworks, or machine-readable documentation.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

Wellness at CLA

To support our CLA family members, we focus on their physical, financial, social, and emotional well-being and offer comprehensive benefit options that include health, dental, vision, 401k and much more.