Knowledge Management Administrator

About the job

Applications must be submitted by 11:59 PM (EST) the day before the posted End Date.

Please read all information in the Important Notices section.

GROW YOUR CAREER SERVING THOSE WHO SERVE OTHERS!

The Virginia Retirement System (VRS) is seeking a Knowledge Management Administrator to utilize their project management expertise to ensure that VRS staff receive accurate, complete and timely benefit content materials to expediently assist in the service to our customers.

This role requires a breadth of library science and knowledge management skills, to include building repositories, creating knowledge bases, and curating actionable Agent Assist content with AI for staff to produce real-time guides compatible with a variety of CRM solutions. In addition, the role will leverage the suite of enterprise applications across the departments, work closely with leadership to monitor and identify any knowledge gaps and troubleshoot end-user challenges.

Essential duties include but are not limited to:

• Administers enterprise-wide knowledge management practices, including taxonomy, metadata standards, content lifecycle management, governance workflows and repository structure to promote consistent use of knowledge assets across VRS.
• Coordinates with business areas, subject matter experts and system owners to identify, validate, publish, archive and retire enterprise knowledge content in accordance with approved standards, policies and review schedules.
• Maintains enterprise knowledge repositories and content inventories to ensure information is current, searchable, appropriately categorized, accessible and aligned with agency communication, customer service and operational needs.
• Monitors knowledge management usage, content performance, search effectiveness and feedback trends to recommend improvements, close knowledge gaps and support continuous improvement across departments.
• Develops and maintains enterprise knowledge administration procedures, documentation and user guidance to support consistent content submission, review, approval, publishing and maintenance processes.
• Drafts, organizes and maintains AI prompt libraries for efficient staff usage of Agent Assist, Copilot, Generative AI.
• Curates and organizes tailored content such as scripts, reference links and other training materials into concise packages.
• Collaborates with stakeholders to determine the most effective platforms and tools for content distribution, including Generative AI, CoPilot and/or Agent Assist solutions.
• Ensures content is readily accessible within the Customer Relations Department (CRD) or agency-wide CRM solutions.
• Supports Five 9 Agent Assist features for SMS, Chat and Secure Email.
• Tags and organizes content for easy retrieval.
• Works closely with the SharePoint Administrator and the web production team to ensure AI-generated content is pulling from all available VRS resources and to ensure WCAG compliance.
• Supports CRD teams in delivering a comprehensive and unified customer experience via CRM platforms and Generative AI tools procured by VRS.
• Conducts regular focus groups, surveys or other customer experience (CX) activities to monitor adoption and improved end user satisfaction.
• Remains accessible and cultivates strong relationships across the agency.
• Facilitates training on an adhoc basis to new and existing users for the curated content produced.
• Works with all levels of management and staff and participates in cross-functional teams to improve processes and procedures and provide services across agency lines.
• Other duties may be assigned.

Minimum Qualifications:

High School diploma or equivalent certification.

Three (3) years experience in content curation, particularly utilizing Generative AI tools such as Agent Assist to support end user engagement and expedient customer service or an equivalent combination of education and experience.

Strong proficiency navigating and maintaining a variety of CRM solutions and best practices

Preferred Qualifications:

• Bachelor's degree in library science, technical communications, IT, business documentation or closely-related field.
• Project management experience.
• UX experience.
• Demonstrable experience with graphics and instructional design tools, workflows and telephony solutions.
• Experience with versioning software and applications for document storage and review, such as SharePoint.

Best qualified candidates will posses:

• Ability to use a variety of software and CRM solutions, including web communications.
• Proven experience with Salesforce/Five9/Agent Assist.
• Superior organizational and project management skills; ability to command respect; strong capabilities in diplomacy and advocacy.
• Excellent verbal and written communication skills, and demonstrated ability to communicate complex information to multiple audiences in a manner that can be understood.

Hiring Range:
$73,000 - $84,000