Role Summary

The AI Knowledge Analyst is a member of the Customer Care and Managed Services team, responsible for ensuring the knowledge ecosystems that power GHX's operations and AI platforms are accurate, well-governed, and continuously improving. This role works closely with leadership, SMEs, data scientists, and operational teams to identify content gaps, manage knowledge lifecycles, and translate business needs into structured, AI-ready information assets. The AI Knowledge Analyst is equally comfortable working through a detailed content audit and presenting a structured recommendation to leadership. Strong organizational skills, clear communication, and a bias for action are required. This is a role for someone who treats knowledge gaps as solvable problems and can move from gap identification to resolution with minimal direction.

Core Focus Areas

Knowledge Governance & Lifecycle Management

Maintain, organize, and govern the knowledge assets that support Customer Care and Managed Services teams. This includes managing intake, triage, and routing of knowledge requests; driving SME review cycles; and ensuring content is accurate, current, and ready for both human use and AI ingestion.

AI Knowledge Readiness

Identify, structure, and groom content that feeds GHX's AI platform. Partner with AI and data teams to ensure knowledge assets are formatted, accurate, and optimized for ingestion. Monitor AI solution performance and drive content improvements that translate into measurable efficiency gains.

Roles & Responsibilities

Knowledge Management & Content Quality

Manage the intake, triage, and routing of knowledge-related requests from operational teams.
Maintain content lifecycle through SME review checkpoints — flagging material for update, review, or archival on a consistent cadence.
Identify obsolete, duplicate, or conflicting content and drive resolution through appropriate stakeholders.
Conduct knowledge audits and implement improvement cycles based on performance data and stakeholder feedback.
Translate operational knowledge into structured, AI-ingestible formats ensuring accuracy, consistency, and taxonomy compliance.

AI Knowledge Readiness & Technology

Structure and groom knowledge content for ingestion into GHX's AI platforms; ensure format, tagging, and taxonomy standards are met.
Monitor AI platform performance related to knowledge quality; recommend and track content-driven improvements.
Partner with data scientists and AI developers to understand ingestion requirements and close content gaps.
Stay current on trends in AI knowledge management, large language model content requirements, and KM tooling.

Process Improvement & Analysis

Analyze and document knowledge workflows, identifying gaps or structural issues that reduce content usability or AI accuracy.
Interpret usage data, feedback trends, and engagement metrics to recommend improvement opportunities.
Support implementation of governance standards, taxonomy structures, and documentation templates.
Learn and apply Lean/Six Sigma and knowledge-centered service (KCS) frameworks where applicable.

Cross-Functional Collaboration & Stakeholder Engagement

Partner with SMEs, operational leaders, and AI teams to promote adoption of AI-enabled knowledge systems.
Provide end-user training and support on knowledge tools, systems, and updated content resources.
Collect stakeholder requirements and develop content solutions that meet operational team needs.
Present knowledge health findings and recommendations to leadership with clear next steps.

Required Skills

Strong written and verbal communication skills; ability to tailor message by audience.
Familiarity with knowledge management systems (Confluence/Atlassian, Salesforce Knowledge, ServiceNow, or equivalent).
Analytical mindset with ability to interpret usage data and translate findings into action.
Detail-oriented with ability to manage multiple knowledge domains and adjust priorities as needed.
Proficiency in Microsoft 365 (Word, Excel, SharePoint, Forms); CRM familiarity a plus (Salesforce preferred).
Self-directed learner who identifies gaps and takes initiative to close them.
Understanding of how content structure and taxonomy affect AI/ML model performance preferred.

Education & Experience

2+ years of related experience in knowledge management, operations enablement, content governance, or business analysis.
Demonstrated experience developing and maintaining content for both human consumption (training, SOPs) and machine ingestion (AI platforms, knowledge bases).
Bachelor's degree in Business, Information Management, Organizational Development, or related field; or equivalent combination of education and experience.
Change management or KM certification (Prosci, KCS, ACMP) a plus.

GHX: It's the way you do business in healthcare

Global Healthcare Exchange (GHX) enables better patient care and billions in savings for the healthcare community by maximizing automation, efficiency and accuracy of business processes.

GHX is a healthcare business and data automation company, empowering healthcare organizations to enable better patient care and maximize industry savings using our world class cloud-based supply chain technology exchange platform, solutions, analytics and services. We bring together healthcare providers and manufacturers and distributors in North America and Europe - who rely on smart, secure healthcare-focused technology and comprehensive data to automate their business processes and make more informed decisions.

It is our passion and vision for a more operationally efficient healthcare supply chain, helping organizations reduce - not shift - the cost of doing business, paving the way to delivering patient care more effectively. Together we take more than a billion dollars out of the cost of delivering healthcare every year. GHX is privately owned, operates in the United States, Canada and Europe, and employs more than 1000 people worldwide. Our corporate headquarters is in Colorado, with additional offices in Europe.

Disclaimer

Global Healthcare Exchange, LLC and its North American subsidiaries (collectively, GHX) provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, national origin, sex, sexual orientation, gender identity, religion, age, genetic information, disability, veteran status or any other status protected by applicable law. All qualified applicants will receive consideration for employment without regard to any status protected by applicable law. This EEO policy applies to all terms, conditions, and privileges of employment, including hiring, training and development, promotion, transfer, compensation, benefits, educational assistance, termination, layoffs, social and recreational programs, and retirement.GHX believes that employees should be provided with a working environment which enables each employee to be productive and to work to the best of his or her ability. We do not condone or tolerate an atmosphere of intimidation or harassment based on race, color, national origin, sex, sexual orientation, gender identity, religion, age, genetic information, disability, veteran status or any other status protected by applicable law. GHX expects and requires the cooperation of all employees in maintaining a discrimination and harassment-free atmosphere. Improper interference with the ability of GHX's employees to perform their expected job duties is absolutely not tolerated.

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AI Knowledge Analyst I