Senior Level Knowledge Analyst Jobs
Senior level knowledge analyst jobs place experienced professionals in charge of knowledge strategy, organizational learning systems, and the cross-functional initiatives that translate institutional knowledge into measurable business outcomes. Roles are concentrated across Technology & Software and Biotechnology & Pharmaceuticals, with a mix of on-site, remote, and hybrid settings, and employers like eGain, Blackbaud, and Cook Systems hiring at this level now.
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Blackbaud unleashes the potential of the people and organizations who change the world, and we’re growing our team. As the leading software provider exclusively dedicated to fueling social impact, you can expand what is possible across the nonprofit and education sectors and work with companies committed to social responsibility, so you can expand what is possible.
What you’ll do
We’re looking for a strategic, collaborative, the Principal, Knowledge & AI Transformation to join the YourCause Customer Experience organization. This senior individual contributor will shape how knowledge is created, governed, discovered, and used across Customer Success, Support, Enablement, customer self-service, and AI-enabled experiences.
This role will ensure knowledge is accurate, trusted, discoverable, reusable, and structured for both human and AI consumption. You’ll connect knowledge strategy with practical AI transformation, building the trusted content, governance, and retrieval foundations needed to deliver consistent answers and scalable customer outcomes. This is an opportunity to lead purpose-driven innovation while partnering across Customer Experience, Product, Operations, and Technology.
Every role at Blackbaud ultimately helps fuel impact for today’s most vital organizations. As Principal, Knowledge & AI Transformation, you’ll:
- Develop and lead a unified knowledge strategy by defining architecture, taxonomy, ownership, content standards, and lifecycle governance.
- Establish content standards, governance practices, taxonomy, metadata, ownership, and lifecycle management processes.
- Build AI-ready knowledge by establishing standards for structure, source authority, retrieval quality, response accuracy, and ongoing evaluation for assistants, copilots, self-service, and agentic workflows.
- Evaluate opportunities to use AI to accelerate knowledge creation, classification, maintenance, discovery, and continuous improvement.
- Drive measurable AI transformation by moving opportunities from concept through implementation and adoption, and connecting outcomes to customer effort, resolution effectiveness, and employee productivity.
- Improve knowledge health and self-service effectiveness by using search behavior, content usage, case trends, customer feedback, and AI performance data
- Promote Knowledge-Centered Service practices that integrate knowledge capture and improvement into daily work.
- Influence knowledge-first ways of working by partnering across Customer Success, Customer Support, Enablement, Customer Experience Operations, Product, and Technology.
- Lead change adoption for new governance practices, tools, processes, and AI-enabled workflows.
What you’ll bring
- 7+ years of related experience in enterprise knowledge management, customer experience transformation, digital transformation, AI enablement, or a related discipline, with demonstrated progression into enterprise-level strategy and leadership as a senior individual contributor.
- Deep expertise in enterprise knowledge management, including knowledge architecture, taxonomy, metadata, governance, content lifecycle, search, self-service, and designing content for both human and AI consumption.
- Proven experience defining and leading enterprise knowledge strategy, including establishing governance models, standards, ownership structures, measurement frameworks, and operating practices across multiple functions or business areas.
- Demonstrated success leading AI-enabled transformation from strategy through implementation, adoption, and measurement, with the ability to identify high-value opportunities, translate them into scalable solutions, and demonstrate measurable business and customer outcomes.
- Applied expertise in AI-enabled knowledge experiences, including retrieval-augmented generation (RAG), grounding, knowledge retrieval, evaluation methodologies, response quality and accuracy, and responsible AI governance.
- Experience improving the quality and reliability of AI-powered experiences by establishing authoritative sources, content and retrieval standards, evaluation frameworks, and continuous-improvement practices.
- Proven ability to influence senior leaders and cross-functional stakeholders without direct authority, build alignment across competing priorities, and drive enterprise-wide changes in processes, behaviors, tools, and ways of working.
- Strong analytical and strategic problem-solving capabilities, with experience using search behavior, content performance, case trends, customer feedback, adoption metrics, and AI performance data to identify opportunities and guide investment and prioritization.
- Ability to operate with a high degree of autonomy in complex and ambiguous environments, moving effectively between enterprise strategy, program design, and hands-on execution while establishing direction for others.
- Experience with enterprise knowledge and AI platforms such as Salesforce Knowledge, SharePoint, Microsoft Copilot, ServiceNow, Zendesk, or comparable platforms, including experience connecting technology capabilities to broader knowledge strategy and operating models.
- Knowledge-Centered Service (KCS) certification or comparable formal training in enterprise knowledge management preferred, with demonstrated experience embedding knowledge-centered practices into day-to-day customer or employee workflows.
- Experience in social impact, corporate social responsibility, nonprofit technology, or philanthropic technology is a plus.
Stay up to date on everything Blackbaud, follow us on Linkedin, Twitter, Instagram, Facebook and YouTube
Blackbaud powers social impact through purpose‑driven technology and responsible AI. Guided by our Intelligence for Good® vision, we’re building a culture where innovation, trust, and human expertise come together to help organizations make a greater difference in the world.
Blackbaud is proud to be an equal opportunity employer and is committed to maintaining a diverse and inclusive work environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, physical or mental disability, age, or veteran status or any other basis protected by federal, state, or local law.
Benefits Include:
Medical, dental, and vision insurance
Remote-flexible workforce
Wellness Programs
401(k) program with employer match
Flexible paid time off
Generous Parental Leave
Donations for Doers
Pet insurance, legal and identity protection
Tuition reimbursement program
Blackbaud unleashes the potential of the people and organizations who change the world, and we’re growing our team. As the leading software provider exclusively dedicated to fueling social impact, you can expand what is possible across the nonprofit and education sectors and work with companies committed to social responsibility, so you can expand what is possible.
What you’ll do
We’re looking for a strategic, collaborative, the Principal, Knowledge & AI Transformation to join the YourCause Customer Experience organization. This senior individual contributor will shape how knowledge is created, governed, discovered, and used across Customer Success, Support, Enablement, customer self-service, and AI-enabled experiences.
This role will ensure knowledge is accurate, trusted, discoverable, reusable, and structured for both human and AI consumption. You’ll connect knowledge strategy with practical AI transformation, building the trusted content, governance, and retrieval foundations needed to deliver consistent answers and scalable customer outcomes. This is an opportunity to lead purpose-driven innovation while partnering across Customer Experience, Product, Operations, and Technology.
Every role at Blackbaud ultimately helps fuel impact for today’s most vital organizations. As Principal, Knowledge & AI Transformation, you’ll:
- Develop and lead a unified knowledge strategy by defining architecture, taxonomy, ownership, content standards, and lifecycle governance.
- Establish content standards, governance practices, taxonomy, metadata, ownership, and lifecycle management processes.
- Build AI-ready knowledge by establishing standards for structure, source authority, retrieval quality, response accuracy, and ongoing evaluation for assistants, copilots, self-service, and agentic workflows.
- Evaluate opportunities to use AI to accelerate knowledge creation, classification, maintenance, discovery, and continuous improvement.
- Drive measurable AI transformation by moving opportunities from concept through implementation and adoption, and connecting outcomes to customer effort, resolution effectiveness, and employee productivity.
- Improve knowledge health and self-service effectiveness by using search behavior, content usage, case trends, customer feedback, and AI performance data
- Promote Knowledge-Centered Service practices that integrate knowledge capture and improvement into daily work.
- Influence knowledge-first ways of working by partnering across Customer Success, Customer Support, Enablement, Customer Experience Operations, Product, and Technology.
- Lead change adoption for new governance practices, tools, processes, and AI-enabled workflows.
What you’ll bring
- 7+ years of related experience in enterprise knowledge management, customer experience transformation, digital transformation, AI enablement, or a related discipline, with demonstrated progression into enterprise-level strategy and leadership as a senior individual contributor.
- Deep expertise in enterprise knowledge management, including knowledge architecture, taxonomy, metadata, governance, content lifecycle, search, self-service, and designing content for both human and AI consumption.
- Proven experience defining and leading enterprise knowledge strategy, including establishing governance models, standards, ownership structures, measurement frameworks, and operating practices across multiple functions or business areas.
- Demonstrated success leading AI-enabled transformation from strategy through implementation, adoption, and measurement, with the ability to identify high-value opportunities, translate them into scalable solutions, and demonstrate measurable business and customer outcomes.
- Applied expertise in AI-enabled knowledge experiences, including retrieval-augmented generation (RAG), grounding, knowledge retrieval, evaluation methodologies, response quality and accuracy, and responsible AI governance.
- Experience improving the quality and reliability of AI-powered experiences by establishing authoritative sources, content and retrieval standards, evaluation frameworks, and continuous-improvement practices.
- Proven ability to influence senior leaders and cross-functional stakeholders without direct authority, build alignment across competing priorities, and drive enterprise-wide changes in processes, behaviors, tools, and ways of working.
- Strong analytical and strategic problem-solving capabilities, with experience using search behavior, content performance, case trends, customer feedback, adoption metrics, and AI performance data to identify opportunities and guide investment and prioritization.
- Ability to operate with a high degree of autonomy in complex and ambiguous environments, moving effectively between enterprise strategy, program design, and hands-on execution while establishing direction for others.
- Experience with enterprise knowledge and AI platforms such as Salesforce Knowledge, SharePoint, Microsoft Copilot, ServiceNow, Zendesk, or comparable platforms, including experience connecting technology capabilities to broader knowledge strategy and operating models.
- Knowledge-Centered Service (KCS) certification or comparable formal training in enterprise knowledge management preferred, with demonstrated experience embedding knowledge-centered practices into day-to-day customer or employee workflows.
- Experience in social impact, corporate social responsibility, nonprofit technology, or philanthropic technology is a plus.
Stay up to date on everything Blackbaud, follow us on Linkedin, Twitter, Instagram, Facebook and YouTube
Blackbaud powers social impact through purpose‑driven technology and responsible AI. Guided by our Intelligence for Good® vision, we’re building a culture where innovation, trust, and human expertise come together to help organizations make a greater difference in the world.
Blackbaud is proud to be an equal opportunity employer and is committed to maintaining a diverse and inclusive work environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, physical or mental disability, age, or veteran status or any other basis protected by federal, state, or local law.
Benefits Include:
Medical, dental, and vision insurance
Remote-flexible workforce
Wellness Programs
401(k) program with employer match
Flexible paid time off
Generous Parental Leave
Donations for Doers
Pet insurance, legal and identity protection
Tuition reimbursement program
See All 6 Senior Level Knowledge Analyst Jobs
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Find JobsSenior Level Knowledge Analyst Job Market
Who's Hiring
Top Industries Hiring
- Technology & Software
- Biotechnology & Pharmaceuticals
Senior Level Knowledge Analyst Jobs: Frequently Asked Questions
How do I get a senior level knowledge analyst job?
Employers hiring at the senior level look for candidates who have owned knowledge management programs end to end, not just contributed to them. Demonstrating that you have designed taxonomy frameworks, led enterprise-wide implementations, or mentored junior analysts gives you a clear edge. A portfolio of measurable outcomes, such as reduced onboarding time or improved knowledge retrieval rates, strengthens your candidacy more than credentials alone.
Which companies hire senior level knowledge analysts?
Companies hiring senior level knowledge analysts right now include eGain, Blackbaud, and Cook Systems, based on current listings on Migrate Mate as of November 2026. At this level, hiring tends to come from large consulting firms, financial services organizations, healthcare networks, and technology companies that maintain complex, fast-changing knowledge ecosystems.
Are there remote senior level knowledge analyst jobs?
Yes, though availability varies by employer and industry. About 25% of senior level knowledge analyst openings are remote or hybrid as of November 2026, reflecting strong demand for experienced analysts who can lead knowledge programs without being on-site full time. Fully remote roles at this level typically require demonstrated ability to manage stakeholders and drive adoption across distributed teams.
What makes a knowledge analyst role senior level?
Senior level knowledge analyst roles are defined by ownership and scope rather than task execution. You are expected to set the strategic direction for knowledge management initiatives, make architectural decisions about platforms and taxonomies, influence cross-functional stakeholders, and develop the capabilities of junior team members. The work shifts from contributing to individual deliverables toward ensuring the entire knowledge function performs at a high level.
Which industries hire the most senior level knowledge analysts?
Senior Level knowledge analyst roles concentrate in Technology & Software and Biotechnology & Pharmaceuticals, based on current listings on Migrate Mate as of November 2026. These sectors drive hiring at this level because they operate at scale with high volumes of proprietary knowledge, regulatory requirements, or rapidly evolving best practices that require experienced professionals to structure and govern effectively.