Lead Knowledge Enablement Analyst

Job Summary

The Lead Knowledge Enablement Analyst role within CLA is responsible for leading the evolution of knowledge management practices across the firm. This includes defining and advancing knowledge management strategy, governance, operational excellence, and knowledge enablement practices across business functions.

Key Responsibilities

• 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.
• 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.
• Help establish common practices that allow teams to maintain domain-specific ownership while following shared organizational standards.
• 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.
• 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.
• 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.

Qualifications

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

Benefits

CLA offers a comprehensive benefits package including health, dental, vision, 401k, and more. For a full list of benefits, please click here.

Equal Opportunity Employer

CLA is an equal opportunity employer and proud to provide a workplace free from discrimination. We celebrate diversity and are committed to creating an inclusive environment for all employees.