Knowledge Management Specialist

Weekly Work Hours

Compensation Range

Salary Minimum

FLSA

Position Type

Job Summary

The Knowledge Management Specialist plays a critical role within the HR Operations function, reporting to the Senior Director of Quality Assurance & Improvement. This position is responsible for developing, maintaining, and optimizing the centralized HR knowledge base to ensure that accurate, accessible, and actionable information is available across the organization.

This role supports the delivery of high-quality employee experience by ensuring consistent messaging, eliminating ambiguity in HR guidance, and enabling self-service capabilities through well-governed content. In partnership with HR Centers of Expertise (COEs), HRIS, and frontline teams, the Knowledge Management Specialist will drive the strategy and execution of knowledge lifecycle processes creating a foundation for operational efficiency, service delivery excellence, and continuous improvement.

Required Knowledge, Skills, and Abilities

• Strong organizational and project management skills.

• Excellent written and verbal communication skills.

• Proficiency in knowledge management systems and tools.

• Ability to work collaboratively and build relationships across departments.

• High level of attention to detail and accuracy.

• Strong problem-solving and critical thinking skills.

• Utilization of Workday, HRSD and other applicable human resource management systems to ensure timely completion and accuracy related to all employee events, such as hiring, transfers, and promotions.

• Partner with front facing HR COEs across the enterprise to manage sensitive employee data within the HRIS platforms and in accordance with Dallas College policies and regulations.

• Act as communication funnel between HR and internal customers regarding approvals, processes, and projects.

• Partner with stakeholders to successfully resolve problems or answer questions promptly.

• Accurately document customer issues, research steps, and actions taken in the HRIS management system.

• Perform back-office transaction processing (non-phone work) in support of HR functions.

• Demonstrate the ability to translate complex information into logical, concise communication (written and verbal).

• Strong attention to detail - driven to prevent errors and solve problems.

• Able to grasp complex information quickly and probe effectively where additional information is required.

• Demonstrate excellence in organizational and time management skills.

• Ability to work in a contact center environment with minimal supervision while using multiple system applications.

Physical Requirements

Normal physical job functions performed within a standard office environment. Reasonable accommodation may be made to individuals with physical challenges to perform the essential duties and responsibilities.

Minimum Requirements

• Bachelor's degree in Information Management, Business Administration, Human Resources, or a related field preferred.

• 3-5 years of experience in knowledge management, information management, or a related field, preferably within a higher education or large organizational setting.

• Experience with Workday and HRSD a plus. Other similar HRIS systems is required.

• Proficient skill in using a variety of computer applications, including Microsoft Outlook, Excel, Word, and PowerPoint.

• Previous experience interacting with customers in a service environment is required.

• Effective listening and reading comprehension skills.

• Strong customer service, problem-solving, and technology skills.

• Bilingual or multilingual preferred

***Will be subject to a criminal background check. Some positions may be subject to a fingerprint check. ***

Key Responsibilities

• Ability to manage multiple assignments simultaneously utilizing organizational and time management skills.

• Professional image with strong interpersonal skills to form good partner relationships across different functional areas and communicate complex information in a straightforward, understandable manner.

• Capable of managing and handling highly confidential and sensitive information.

• Develop, manage, and maintain the HR knowledge repository and portal to ensure content is current and accurate, well-structured, and aligned with Dallas College policies, procedures, and compliance requirements. Establish and enforce governance protocols for content creation, review, approval, version control, and retirement. Define content standards, taxonomy, metadata, and accessibility guidelines in collaboration with HRIS and QA&I teams.

• Partner with HR COEs and subject matter experts to draft, edit, and maintain high-quality knowledge articles, FAQs, guides, and process documentation. Translate complex HR concepts into clear, concise, and user-friendly content for internal audiences. Ensure consistent tone, formatting, and branding across all published materials.

• Work closely with department heads, HR teams, IT, and other stakeholders to gather, validate, and disseminate information relevant to the Employee Experience Center and broader college community.

• Collaborate with the QA&I team to align knowledge efforts with broader process improvement initiatives and service quality metrics. Use data from HR Service Delivery (HRSD) platforms (e.g., case trends, search analytics, article ratings) to identify content gaps and recommend improvements. Continuously, evaluate and improve the processes related to knowledge management, ensuring that best practices are followed, and that information sharing is optimized. Incorporate feedback loops and lessons learned into the knowledge update cycle.

• Train HR team members and content owners on knowledge management standards, tools, and processes to effectively use the Knowledge Central portal. Promote knowledge-centered support (KCS) principles to build a culture of knowledge sharing and reuse. Serve as the subject matter expert for HR knowledge systems and tools, supporting onboarding and ongoing enablement.

• Ensure that all documentation, including policies, procedures, and FAQs, is clear, concise, and aligned with Dallas College's standards. Regularly review and update materials to reflect changes in processes or policies.

• Monitor the usage of Knowledge Central, gather feedback, and analyze data to identify trends, gaps, and areas for improvement. Report on content accuracy, and effectiveness using dashboards and analytic tools. Provide regular reports to management on portal usage and effectiveness.

• Collaborate with HRIS to ensure that Knowledge Central is seamlessly integrated with other systems and platforms used within the Employee Experience Center and Dallas College. Ensure knowledge tools support the broader goals of automation, self-service, and continuous service improvement.

• Completes required Dallas College Professional Development training hours per academic year.

• Performs other duties as assigned.

The intent of this job description is to provide a representative summary of the major duties and responsibilities performed by incumbents of this job and shall not be construed as a declaration of the total of the specific duties and responsibilities of any particular position. Incumbents may be directed to perform job-related tasks other than those specifically presented in this description. Position requires regular and predictable attendance.

Since 1965, Dallas College, formerly Dallas County Community College District, has served more than three (3) million students. Comprising seven campuses located around the Dallas/Fort Worth area, we are one of the largest community college systems in the state of Texas. We strive to be a leader in the community college space, placing students at the center of everything we do.

Dallas College is committed to cultivating an environment of opportunity and belonging for all students and employees. We recognize that the Dallas College workforce, and the diverse talent that stems from it, is directly linked to our success. We are part of an equal opportunity system that provides education and employment opportunities without discrimination on the basis of any protected attribute, including race, color, religion, national origin, sex, disability, age, sexual orientation, gender identity or gender expression,

veteran status, pregnancy or any other basis protected under applicable law. In accordance with applicable law, Dallas College will make reasonable accommodations for applicants and employees' religious practices and beliefs, as well as any mental health or physical disability needs.

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