About The Role:
Knowledge is at the heart of how CBRE's People Services operates. The Knowledge & Enablement Specialist plays a critical role in ensuring employees globally can find accurate, trusted information. Partnering with subject matter experts and key stakeholders, this role is responsible for building and maintaining a high-quality knowledge base that is well-structured, consistently curated and ready for both human and AI consumption. Beyond content, this role helps foster a culture where knowledge sharing is a natural part of how People Services operates. The role reports to the Senior Director, Global Knowledge Management & AI Enablement.
What You'll Do:
* Apply and maintain knowledge structure, metadata, taxonomy and governance standards that enable reliable search, retrieval and AI consumption across the People Services knowledge base.
* Partner with SMEs and key stakeholders to identify, capture and document knowledge, leading monthly SME calls and knowledge capture sessions.
* Update knowledge articles, process guides, FAQs and decision support content in partnership with SMEs, applying content standards consistently.
* Own the content review and sign-off process, coordinating timely SME and stakeholder approvals and maintaining a governance calendar.
* Manage the full content lifecycle including versioning, retirement and archival, responding to policy and process changes promptly.
* Structure and tag content to support AI-powered search, Now Assist and Virtual Agent in ServiceNow, monitoring performance and flagging retrieval issues.
* Track knowledge base health across usage, search success and self-service adoption, maintaining a health dashboard and using data to prioritize improvements.
