_{03rd June, 2026}

Business Analyst #1058144
Job Description:

• The energy at our company is contagious. We're driven by our immense passion, as we constantly seek out challenges and identify new opportunities. We work hard to connect with our customers and earn their loyalty for life.
• Bring your talent to our company - our opportunities for growth span the globe. We will give you the training and opportunities to unleash your ambition.

 
Job Description Summary:

• We are seeking a detail-oriented and collaborative Knowledge Architect to lead end-to-end knowledge management efforts that ultimately power the chatbot.
• This includes partnership with COEs on the strategic development, governance, and maintenance of our knowledge.
• This role is essential to ensuring our chatbot delivers accurate, accessible, and high-quality
• information to users.
• The successful candidate will serve as the primary steward of knowledge content while building strong partnerships across their COEs.

 
Key Responsibilities:

• Author high-quality knowledge articles, procedures, and documentation in line with annual cycles, events and activities for respective COE(s)
• Enforce knowledge governance policies, including content approval workflows, timely review cycles, stakeholder alignment (e.g. PSC), version control standards and change management for all knowledge content
• Implement quality control processes for knowledge article creation, updates, and retirement
• Conduct regular content audits to ensure accuracy, relevance, and compliance with organizational standards, including knowledge article retirement and archival processes
• Build and maintain strategic partnerships with Centers of Excellence across the organization and proactively coordinate with COE partners to ensure their specialized knowledge is accurately represented
• Serve as the primary liaison between technical teams and business stakeholders for knowledge-related initiatives
• Troubleshoot technical issues and be able to discern what is a knowledge gap vs a hallucination vs platform bug
• Stay current with ServiceNow updates and best practices for knowledge management

 
Must have:

• 3-5 years of experience in knowledge management, technical writing (being able to take content given by COEs - FAQs being able to translate but not writing code), or content strategy
• Bachelorette degree preferred

 
Nice to have

• 2+ years of hands-on experience with ServiceNow platform, preferably in knowledge management
• Experience working with chatbot or AI-powered support systems using natural language processing or AI/ML concepts
• Proven track record of collaborating with cross-functional teams and subject matter experts
• Proficiency in ServiceNow Knowledge Management module
• Strong understanding of content management systems and information architecture
• Familiarity with analytics tools for measuring content performance
• Ability to translate complex technical concepts into user-friendly content
• Project management skills with ability to manage multiple initiatives simultaneously
• Background in technical documentation or instructional design

 
Additional Info:
 
At FastTek Global, Our Purpose is Our People and Our Planet. We come to work each day and are reminded we are helping people find their success stories. Also, Doing the right thing is our mantra.  We act responsibly, give back to the communities we serve and have a little fun along the way.
We have been doing this with pride, dedication and plain, old-fashioned hard work for 24 years!
FastTek Global is financially strong, privately held company that is 100% consultant and client focused.
We've differentiated ourselves by being fast, flexible, creative and honest. Throw out everything you've heard, seen, or felt about every other IT Consulting company. We do unique things and we do them for Fortune 10, Fortune 500, and technology start-up companies.
Our benefits are second to none and thanks to our flexible benefit options you can choose the benefits you need or want, options include:
 

• Medical and Dental (FastTek pays majority of the medical program)
• Vision
• Personal Time Off (PTO) Program
• Long Term Disability (100% paid)
• Life Insurance (100% paid)
• 401(k) with immediate vesting and 3% (of salary) dollar-for-dollar match

 
Plus, we have a lucrative employee referral program and an employee recognition culture.
FastTek Global was named one of the Top Work Places in Michigan by the Detroit Free Press in 2013, 2014, 2015, 2016, 2017, 2018, 2019, 2020, 2021, 2022, and 2023!
To view all of our open positions go to: https://www.fasttek.com/fastswitch/findwork
Follow us on Twitter: https://twitter.com/fasttekglobal
Follow us on Instagram: https://www.instagram.com/fasttekglobal
Find us on LinkedIn: https://www.linkedin.com/company/fasttek
You can become a fan of FastTek on Facebook: https://www.facebook.com/fasttekglobal/
AI & Hiring Disclosure
We use AI tools to support parts of our hiring process, such as reviewing applications and identifying potential matches. These tools are designed to promote efficiency, consistency, and fairness, and they are always used under human oversight.
All personal data collected is used solely for recruitment purposes, and you have the right to know, access, or request deletion of your data at any time, subject to legal limits.
If AI will be used in a video interview, you'll be informed in advance and asked for your consent, with the option to opt out.
Our tools are regularly reviewed to detect potential bias and to ensure compliance with all applicable laws and our commitment to inclusive hiring.
To learn more or exercise your rights, please contact us at info@fasttek.com.
 

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