Description: The Knowledge Architect is a hands-on builder who brings order and clarity to our knowledge. They work directly with real content, organizing work instructions, restructuring Confluence pages and cleaning up Google Drives while using that practical work to establish the standards and frameworks our teams depend on.
This role focuses on untangling today's challenges, closing gaps, reducing duplication and clarifying ownership while laying the groundwork for tomorrow. The Knowledge Architect creates simple, repeatable frameworks that address immediate needs and are designed to scale into AI retrieval, personalization and automation. It's both tactical and architectural, working in the weeds of content while shaping systems that will carry us forward.
Responsibilities:
Design and maintain lightweight classification models and metadata patterns that work for contributors now and scale for AI later.
Create, restructure, and organize content across tools (e.g., Coda work instructions, Confluence pages, Google Drive folders) to make it clear, consistent, and usable.
Establish tagging, naming, and structural standards, and apply them so knowledge stays organized across systems (Zendesk Guide, Contentful, Airtable, Confluence, Coda, Google Workspace).
Audit existing knowledge bases to remove duplication, close gaps, and improve trust in what's available.
Define and implement practical rules for scope, ownership, and versioning (e.g., global vs. regional content, team vs. function ownership).
Document standards and create contributor-friendly guidance to make adoption straightforward and sustainable.
Build simple, repeatable frameworks that solve today's needs while laying the foundation for future retrieval, personalization, and automation.
Profile of the Right Person:
Practical builder: enjoys rolling up sleeves to organize and improve real content, not just writing abstract models.
Structured problem-solver: able to turn ambiguous questions into clear, workable rules.
Comfortable at multiple levels: from shaping overall frameworks to editing team-level documents.
Experienced in KM or information design, with examples of applying it in messy, real-world environments.
Strong communicator: able to explain choices in simple, operational terms that make sense to service teams.
Iterative mindset: prefers making workable decisions quickly and evolving them as the program matures.
Requirements:
Proven experience in knowledge management, information architecture, or content modeling, with hands-on examples of structuring knowledge in practice.
Ability to move fluidly between system-level design (schemas, taxonomies, ownership models) and asset-level structuring (rewriting work instructions, reorganizing folders).
Familiarity with and ability to work in the tools central to our ecosystem:
Zendesk Guide (knowledge bases tied to service workflows)
Contentful (structured, API-first content management)
Coda (team docs, checklists, playbooks)
Confluence (collaborative team spaces and structured documentation)
Airtable (structured playbooks, catalogs, inventories)
Google Workspace (Docs, Sheets, Drive)
Strong analytical and organizational skills; able to distill ambiguity into clear models and rules.
Comfortable working in ambiguous, evolving environments and iterating as the program matures.
