Learning & Development Knowledge Manager

Job Title Learning & Development Knowledge Manager Agency 695 Oklahoma Tax Commission Salary $89,220 Job Summary The Learning & Development (L&D) division supports the Oklahoma Tax Commission’s mission by equipping employees with the knowledge, skills and resources needed to perform their job with confidence. The Learning and Development Knowledge Manager leads the design, governance, and expansion of the agency’s knowledge ecosystem, including knowledge architecture, taxonomy, and governance practices that ensure information is accurate, accessible, findable, and adaptable to evolving technologies. Working closely with stakeholders and front-line employees, this role connects learning, operations, and technology to build a scalable knowledge environment that improves performance, reduces duplication, and supports continuous growth across the agency. Duties and Responsibilities Owns and leads the agency’s knowledge management strategy and architecture, designing how knowledge is captured, structured, and surfaced across available platforms using scalable information architecture, taxonomy, metadata, and content models that support both intuitive navigation and AI-assisted retrieval. Establishes and evolves knowledge governance and standards, including content lifecycle, ownership, source-of-truth rules, metadata requirements, and approval workflows, in collaboration with content owners and sponsors, ensuring knowledge assets are accurate, compliant, accessible, and aligned with federal, state, and agency policies. Designs and continuously enhances the agency’s knowledge ecosystem, including knowledge layers, platform strategy, and reusable templates (SOPs, job aids, knowledge articles), enabling consistent, high-quality content that is optimized for search, reuse, and future technology integration. Builds and maintains processes for capturing data, including search analytics, content usage data, and user behavior metrics, and uses that information to drive continuous improvement of search performance, taxonomy, tagging, navigation, and content promotion strategies to improve findability and user experience. Seeks out and acts on end-user and stakeholder input through feedback loops, needs assessments, and direct engagement with front-line employees, ensuring knowledge solutions reflect end-user workflows and agency priorities. Partners with division leadership, subject matter experts (SMEs), and stakeholders to drive adoption and expansion, providing feedback and data-driven recommendations, leading change management efforts, supporting migration from legacy tools, and identifying opportunities to grow and strengthen centralized knowledge across the agency. Ensures content quality and lifecycle management, collaborating with content owners to maintain accurate, relevant, and consistent knowledge assets aligned with established standards and governance practices. Builds and scales knowledge management capability across the organization, training and supporting distributed content authors and establishing sustainable ownership models for long-term success. Contributes to a strong teamwork environment within L&D by facilitating open communication and delivering constructive feedback on project workflows, change management, content governance, and knowledge ecosystem standards. Partners with L&D team members to align learning design with the knowledge ecosystem, ensuring training, performance support, and knowledge resources work as connected components rather than standalone deliverables. Collaborates cross-functionally to connect knowledge, learning, and technology, partnering with Communications, Innovation, and other divisions to align knowledge systems with learning strategies, content reuse models, and platform configuration compatible with agency systems and technology initiatives. Leads knowledge management programs and initiatives end-to-end, aligning with L&D leadership priorities, managing stakeholder expectations, and delivering measurable progress across both immediate and long-term goals. Advances the agency’s knowledge ecosystem by staying at the forefront of knowledge management and content strategy trends and practices and applying emerging technologies, including AI-enabled search and chatbot capabilities. Executes quality assurance processes for assigned projects and programs by partnering with assigned team member(s) and stakeholders (e.g., division directors) and setting an example for adherence to these standards. Continuously aligns expectations and provides regular updates and reports on assigned programs and projects to project lead(s), L&D leadership, and assigned division leadership within established timelines, milestones, and as appropriate. Perform other job duties as assigned. Knowledge Of Knowledge management lifecycle, content governance, and information architecture principles. Taxonomy, metadata, tagging, and content models that support scalable information architecture, intuitive navigation, and AI retrieval. Enterprise content and knowledge platforms (e.g., Interact, SharePoint) and their respective use cases. Adult learning principles and the relationship between knowledge management and performance support. Stakeholder engagement and change management strategies for driving adoption of knowledge standards and Learning and Development (L&D) initiatives. Project management principles and techniques for planning, executing, and evaluating multi-stakeholder initiatives. Best practices in technical writing, source-of-truth management, and content development for diverse audiences. Records retention principles and recordkeeping requirements applicable to government and regulated environments. Digital accessibility standards and guidelines (e.g., Section 508, WCAG) as applied to knowledge content. Emerging knowledge management technologies and AI-enabled capabilities, including AI-assisted search, retrieval-augmented generation, and chatbot platforms, and their implications for content structure, governance, and agency readiness. Facilitation techniques for creating a safe, structured and effective working and learning environment. Skills In Adjusting communication style and clarity in verbal and written form based on audience needs, including executive leadership, stakeholders, learners, and team members. Designing taxonomies, metadata schemes, content models, and platform structures that support scalable information architecture for both human navigation and AI-assisted retrieval. Project managing knowledge initiatives with multiple deliverables, stakeholders, and L&D team members. Translating business needs into technical requirements, especially for permissions, platform configuration, and content structure. Collaborating with subject matter experts (SMEs) to gather, simplify, and structure complex information into reusable, governed knowledge assets. Using platform reporting, search analytics, user behavior data, and end-user feedback to monitor compliance, identify content gaps, surface issues for resolution, and drive continuous improvement of search performance and findability. Writing clear, concise, and accurate technical documentation, governance standards, and procedural guidance. Facilitating working sessions with cross-functional stakeholders to reach decisions on standards, ownership, and lifecycle. Managing multiple projects simultaneously while maintaining alignment with L&D, stakeholder, and agency goals and deadlines. Utilizing technology to create and enhance knowledge experiences, including authoring tools and platform configuration. Evaluating knowledge programs using qualitative and quantitative data to measure effectiveness, provide data-driven recommendations to stakeholders, and make targeted improvements. Delivering constructive feedback and recommendations to team members and division partners on content workflows, governance adherence, and authoring practices. Applying emerging knowledge management technologies, AI-enabled tools, and industry best practices to advance the agency's knowledge ecosystem and position content for future capabilities. Ability To Build infrastructure and standards in environments where they do not yet exist, while maintaining operational momentum and progress on projects with short timelines. Identify and resolve misalignments between stakeholders and divisions in order to make progress on shared knowledge assets. Influence stakeholders and agency leaders to support adoption of knowledge management best practices and Learning and Development (L&D) initiatives. Contribute to an environment of teamwork and collaboration by setting an example in all standards and procedures, maintaining open communication and continuous improvement, and delivering constructive feedback on project workflows, change management, and content best practices. Contribute to the innovation of standards, resources, technology, procedures, and systems that progress the L&D team and ecosystem. Build and maintain strong relationships with leaders and employees across the agency to ensure knowledge solutions align with agency, division stakeholders, and learner needs. Drive progress forward on assigned projects by aligning and maintaining expectations with stakeholders, proactively communicating barriers, and ensuring stakeholder needs are met with the appropriate level of urgency. Hold a long-horizon view across multi-year platform transitions while delivering near-term, visible wins. Maintain a focus on customer service while working under tight deadlines by managing priorities, maintaining urgency, and being solution oriented across multiple competing projects. Train and develop division-side content authors, scaling the function sustainably across the agency. Work collaboratively and maintain adaptability in a fast-paced environment, managing competing priorities effectively. Maintain accuracy and compliance in knowledge assets, ensuring alignment with agency policies and legal requirements. Model professionalism through proactive, clear, communicative, and positive behaviors. Be adaptable and flexible in a fast-paced environment. Consistently create a professional, safe, and challenging working and learning environment. Minimum Qualifications Bachelor’s degree in Organizational Development, Education, Business, Communications, Information Management, or related field. And a minimum of 4 years of experience in knowledge management, instructional design, content strategy, technical writing, training, HR, or program management is required. Or an equivalent combination of both education and experience. Preferred Qualifications Master’s degree in Organizational Development, Education, Business, Communications, Information Management, or related field. Physical Demands Ability to sit and stand for extended periods of time. Exhibit manual dexterity and hand-eye coordination to operate a computer, keyboard, photocopier, telephone, calculator and other office equipment. Ability to see and read a computer screen and printed material with or without vision aids. Ability to hear and understand speech at normal levels, with or without aids. Ability to communicate clearly. Physical ability to lift up to 15 pounds, to bend, stoop, climb stairs, walk and reach. Duties are normally performed in an office environment with a moderate noise level. Special Requirements Travel may be required for this position. Applicants may need to have reliable transportation and be willing and able to perform all job-related travel. Possession and maintenance of a valid Oklahoma State Driver’s License is also required. Oklahoma Tax Commission’s normal work hours are Monday through Friday, 7:30 am to 4:30 pm. This schedule may require minor flexibility based on the needs of the agency. The primary work location will be on-site at the Oklahoma Tax Commission. Occasionally, telework may be requested based on the needs of the agency, division, and section. If applicable, applicant must be willing and able to work on-site with occasional telework at an off-site location, generally in the applicant’s home. To work remotely, an applicant must have a secure internet connection and a dedicated telephone (landline) or smart phone device during scheduled working hours. This position has access to Federal Tax Information (FTI) and is required to uphold the strictest standards of confidentiality as an essential part of its job responsibilities. This includes safeguarding all tax information obtained from records, files, tax returns, and departmental investigations, whether in paper, electronic, or verbal form. Equal Opportunity Employment The State of Oklahoma is an equal opportunity employer and does not discriminate on the basis of genetic information, race, religion, color, sex, age, national origin, or disability. All offers of employment will be contingent upon successful completion of a fingerprint-based background check, reference check and federal and state tax compliance check. #J-18808-Ljbffr