Knowledge & AI Enablement Specialist

About The Role

Knowledge is at the heart of how CBRE's People Services operates. The Knowledge & Enablement Specialist plays a critical role in ensuring employees globally can find accurate, trusted information. Partnering with subject matter experts and key stakeholders, this role is responsible for building and maintaining a high-quality knowledge base that is well-structured, consistently curated and ready for both human and AI consumption. Beyond content, this role helps foster a culture where knowledge sharing is a natural part of how People Services operates. The role reports to the Senior Director, Global Knowledge Management & AI Enablement.

What You'll Do

• 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.

What You'll Need

• 3-5 or more 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.