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As a Knowledge Strategist at Rocket Companies, you will own the governance, taxonomy, and search optimization of our ServiceNow knowledge ecosystem. You'll ensure information is accurate, structured, and AI-ready to support seamless employee experiences. Your expertise will make knowledge easy to find and actionable while partnering with content owners across the organization to drive strategic initiatives that integrate knowledge into conversational flows.

About the role

+ Develop and maintain article templates, style guides, and publishing standards for Rocket's knowledge ecosystem

+ Manage contributor permissions and enforce governance models to ensure content quality and consistency

+ Host monthly office hours and training sessions for 80+ content partners to build knowledge management capabilities

+ Define and evolve Rocket's knowledge taxonomy, hierarchies, and tagging standards to improve findability

+ Configure ServiceNow AI Search, including synonyms and relevancy tuning to enhance user experience

+ Lead content migration projects and audit migrated content for alignment with Rocket standards

+ Partner with Product Strategy to evolve Rocket's intranet roadmap and knowledge strategy ​

About you

Minimum Qualifications

+ Experience with ServiceNow Knowledge Management or similar platforms

+ Strong understanding of taxonomy design, search optimization, and governance principles

+ Ability to train and enable stakeholders effectively

+ Familiarity with AI/chatbot content readiness and conversational design

+ Excellent communication, organizational, and problem-solving skills

Preferred Qualifications

+ ServiceNow Knowledge Manager certification or related credentials

+ Experience managing intranet systems

+ Background in information architecture or content design

+ Proven track record of improving knowledge findability metrics

What** **y** **ou’ll** **g** **et

Our team members fuel our strategy, innovation and growth, so we ensure the health and well-being of not just you, but your family, too! We go above and beyond to give you the support you need on an individual level and offer all sorts of ways to help you live your best life. We are proud to offer eligible team members perks and health benefits that will help you have peace of mind. Simply put: We’ve got your back. Check out our full list of Benefits and Perks (https://www.myrocketcareer.com/working-here/benefits/) .

About** **u** **s

**Rocket** is a Detroit-based company made up of businesses that provide simple, fast and trusted digital solutions for complex transactions. The name comes from our flagship business, now known as Rocket Mortgage®, which was founded in 1985. Today, we’re a publicly traded company involved in many different industries, including mortgages, fintech, real estate and more. We’re insistently different in how we look at the world and are committed to an inclusive workplace where every voice is heard. _Apply today to join a team that offers career growth, amazing_ _benefits_ _and the chance to work with leading industry professionals._

_This job description is an outline of the p_ _rimary res_ _ponsibilities of this position and may be_ _modified_ _at the discretion of the_ _c_ _ompany at any time.  Decisions related to employment are not based on race, col_ _or, religi_ _on, national origin, sex,_ _physical_ _or mental disability, sexual orientation, gender identity or expression, age, military or veteran status or any other chara_ _cteristi_ _c protected by state or federal law.  T_ _he_ _c_ _ompa_ _ny provides reasonable_ _accommodations_ _to qualified individuals with disabilities in accordance with applicable state and federal laws.  Applicants requiring reasonable accommodations in completing the application and/or_ _participating_ _in the application process should contact a member of the Human Resources team, at_ [email protected] _._