What are the responsibilities and job description for the Senior Knowledge Strategist position at Rocket?
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
Minimum Qualifications
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.
About Us
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 primary responsibilities of this position and may be modified at the discretion of the company at any time. Decisions related to employment are not based on race, color, religion, national origin, sex, physical or mental disability, sexual orientation, gender identity or expression, age, military or veteran status or any other characteristic protected by state or federal law. The company 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 Careers@Rocket.com.
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
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
- 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
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.
About Us
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 primary responsibilities of this position and may be modified at the discretion of the company at any time. Decisions related to employment are not based on race, color, religion, national origin, sex, physical or mental disability, sexual orientation, gender identity or expression, age, military or veteran status or any other characteristic protected by state or federal law. The company 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 Careers@Rocket.com.