Business Analyst III

Job Title: Senior Knowledge Architect (IT Operations)

Role Overview
We are seeking a Senior Knowledge Architect to design and govern the "source of truth" for our IT operations. You will be responsible for building the enterprise-wide taxonomy, classification models, and search logic that allow our technical teams to locate critical response instructions in time-sensitive situations.
This is not a traditional "technical writing" role. You are a systems thinker who understands how to map complex technical relationships (Services, Applications, Incidents) into an intuitive, high-performance knowledge structure. If you are passionate about improving user experience (UX) for engineers and building the "digital brain" of an enterprise operations team, this is an ideal role for you.

Key Responsibilities
Knowledge Architecture & Taxonomy
• Classification Design: Define a scalable taxonomy for all operational documentation, including playbooks, SOPs, and recovery guides. Build the metadata models (tags, naming conventions, versioning) that make information discoverable.
• UX for Operations: Design intuitive indexing and cataloging structures. Conduct search-behavior analysis to ensure that when an engineer needs an answer during a critical event, they can find it in seconds, not minutes.
• Information Modeling: Convert complex "tribal knowledge" into clear, repeatable, and operator-friendly instructions.

Governance & Lifecycle Management
• Content Integrity: Own the documentation lifecycle-from creation and review to publishing and retirement. Lead regular audits to identify content gaps, staleness, and duplication.
• Standardization: Design the templates and "Definition of Done" for all operational documentation. Ensure consistency in structure, language, and quality across multiple engineering and service teams.
• Strategic Governance: Define KPIs for documentation health, including coverage rates, search success, and owner compliance. Facilitate governance forums to drive organizational accountability for content.

Operational Integration
• Platform Alignment: Partner with tool/platform owners (ServiceNow, SharePoint, etc.) to embed documentation standards directly into the workflow.
• Cross-Functional Enablement: Act as a consultant to engineering and service teams. Coach them on best practices for documenting dependencies, alert thresholds, and incident response procedures.
• Process Mapping: Ensure the knowledge architecture is tightly integrated with our ITSM processes, incident management workflows, and event-correlation strategies.

Qualifications & Requirements
Minimum Qualifications
• Education: Bachelor's degree in Library/Information Science, Knowledge Management, Computer Science, Information Systems, or related field.
• Experience Baseline: Minimum of five (5) years of experience in IT operations, service management, or complex knowledge architecture.
• Taxonomy Mastery: Demonstrated experience designing metadata models, catalog structures, or information architectures.
• ITSM Proficiency: Experience with large-scale documentation/knowledge platforms (e.g., ServiceNow, Confluence, SharePoint).

Preferred Attributes
• Strong understanding of Incident Management lifecycles and the "pressure" of high-availability environments.
• Ability to structure "unstructured" tribal knowledge into logical, searchable hierarchies.
• Exceptional stakeholder management skills-you must be comfortable coaching engineers and senior leaders to follow documentation standards.

Equal Opportunity Employer / Disabled / Protected Veterans

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For temporary assignments lasting 13 weeks or longer, AllSTEM Connections is pleased to offer major medical, dental, vision, 401k and any statutory sick pay where required.

We are committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation for any part of the employment process, please contact your staffing representative who will reach out to our HR team.

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We also consider for employment qualified applicants regardless of criminal histories, consistent with legal requirements, including, if applicable, the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance. Pursuant to applicable state and municipal Fair Chance Laws and Ordinances, we will consider for employment-qualified applicants with arrest and conviction records, including, if applicable, the San Francisco Fair Chance Ordinance. For Los Angeles, CA applicants: Qualified applications with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.

Additional Skills

(none specified)


AllSTEM Representative Contact Info

Account Executive:


Nichols


Branch Phone:


View phone number on click.appcast.io


Location:


Ontario, CA