Manage the end-to-end Knowledge Lifecycle (40%)
Own the end-to-end lifecycle of operational knowledge, from creation and review to approval, publication, and archival.
Define and manage clear ownership, workflows, and SLAs to ensure accountability across all content areas.
Partner with Knowledge Authors and subject matter experts to capture and update information as products, policies, and processes evolve.
Contribute operational insights (content usage patterns, user feedback, etc.) to inform enhancements to taxonomy, metadata, and tagging standards.
Track content freshness and lifecycle performance to drive proactive updates and prevent information decay.
Advance Process Efficiency and Digital Scalability (35%)
Design and implement repeatable processes that embed knowledge creation and updates into product and policy workflows.
Streamline content workflows through automation and smart templates that reduce manual effort and increase reuse.
Analyze content and usage data to identify gaps, redundancies, and opportunities for digital optimization.
Contribute to initiatives that support self-service, intelligent search, and AI-enabled knowledge experiences.
Enforce Quality, Governance, and Readiness (25%)
Enforce governance standards that ensure operational content is accurate, trusted, and aligned with organizational policy.
Maintain dashboards and reporting to measure content health, adoption, and usage trends.
Facilitate knowledge councils and stakeholder forums to align on customer journey, design, taxonomy, governance, and priorities.
Partner with business and technology leaders to anticipate future knowledge needs and readiness requirements.
Drive continuous improvement by identifying and implementing measurable enhancements in quality, accessibility, and user satisfaction.

Requirements

7+ years’ experience in knowledge base platforms, or SaaS platforms with demonstrated experience in technical product enablement and business process optimization
Hands-on administration experience with one or more knowledge platforms (e.g. ServiceNow Knowledge, SharePoint, Confluence, Salesforce Knowledge, Zendesk Knowledge, Elasticsearch/Coveo, etc.)
Proficiency in business analysis tools and techniques (data analysis, process modeling, user story creation, prioritization, root cause analysis)
Experience using collaboration and planning tools such as Jira, Confluence, or ProductBoard
Familiarity with APIs, integrations, and workflow automation
Strong influencing skills to drive change and adoption while constructively challenging the status quo
Strategic thinker with strong business acumen, able to connect knowledge technology to organizational goals
Excellent interpersonal skills, with strong verbal and written communication
Highly detail-oriented, deadline-driven, and accountable for delivering high-quality results
Experience working in an agile environment and partnering across technical and non-technical teams
Familiarity with AI/ML-powered knowledge solutions (chatbots, semantic search, generative AI)
The ability to travel 3-4 times a year to College Board offices or on behalf of College Board business

Benefits

Annual bonuses and opportunities for merit-based raises and promotions
A mission-driven workplace where your impact matters
A team that invests in your development and success

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

knowledge base platformsSaaS platformstechnical product enablementbusiness process optimizationdata analysisprocess modelinguser story creationroot cause analysisworkflow automationAI/ML-powered knowledge solutions

Soft Skills

influencing skillsstrategic thinkingbusiness acumeninterpersonal skillsverbal communicationwritten communicationdetail-orienteddeadline-drivenaccountabilitycontinuous improvement