Organizational Systems Knowledge Coordinator
Commonwealth of Massachusetts
Organizational Systems Knowledge Coordinator
Commonwealth of Massachusetts
State government provides public services
The role serves as the organization’s primary steward of institutional knowledge, ensuring that staff understand how core technologies, data flows, digital processes, operational processes, and policies function across the enterprise – and why things are the way they are. Acting much like an organizational librarian, this position curates, organizes, and disseminates information about the entire end-to-end constituent service delivery landscape. The incumbent defines and maintains a comprehensive catalog of system documentation, data dictionaries, integration maps, and user guidance, ensuring that institutional knowledge is preserved, accessible in both design and content, and consistently communicated at the right level of detail for a given audience.
ESSENTIAL FUNCTIONS\:
Develop and maintain an organized repository of workforce system resources, including system overviews, integration diagrams, data-flow maps, service design artifacts, policy interpretation, and process documentation.
Document how data moves through the organization, where it originates, how systems rely on one another, and what dependencies affect operations, reporting, and decision making.
Capture tacit knowledge from IT, program, and operations staff and translate it into accessible, structured documentation.
Provide clear, librarian style guidance by organizing materials, coordinating and participating in training sessions, and ensuring users can easily locate and understand information.
Work closely with IT, product team, data teams, program leadership, and operations to ensure documentation provides clarity on the current state of the organization, the future vision, and the path between them.
Establish and enforce standards for documentation quality, naming conventions, version control, and accessibility.
Ensure that all relevant staff can effectively use institutional knowledge to make confident decisions about system upgrades, integration efforts, and organizational change initiatives.
Update documentation as systems evolve and ensure timely retirement of outdated materials.
Design and maintain intuitive indexing, tagging, and search structures so staff can quickly find the information they need.
Understand and proactively flag critical system dependencies, potential points of failure, and areas where documentation gaps could create operational risk.
Provide new staff with curated system overviews, data maps, and reference materials to accelerate learning and reduce onboarding time.
Represent the agency in meetings, committees, interagency initiatives, and related state and national workforce reporting and digital services activities.
Coordinate with Learning & Development on efforts related to training delivery, instructional materials, workforce system operations, and organizational learning initiatives.
Utilize workforce systems, learning management systems, customer relationship management (CRM) systems, analytics tools, and digital collaboration platforms including applications similar to Microsoft Office, SharePoint, and Teams.
Perform other duties as assigned.
The role serves as the organization’s primary steward of institutional knowledge, ensuring that staff understand how core technologies, data flows, digital processes, operational processes, and policies function across the enterprise – and why things are the way they are. Acting much like an organizational librarian, this position curates, organizes, and disseminates information about the entire end-to-end constituent service delivery landscape. The incumbent defines and maintains a comprehensive catalog of system documentation, data dictionaries, integration maps, and user guidance, ensuring that institutional knowledge is preserved, accessible in both design and content, and consistently communicated at the right level of detail for a given audience.
ESSENTIAL FUNCTIONS\:
Develop and maintain an organized repository of workforce system resources, including system overviews, integration diagrams, data-flow maps, service design artifacts, policy interpretation, and process documentation.
Document how data moves through the organization, where it originates, how systems rely on one another, and what dependencies affect operations, reporting, and decision making.
Capture tacit knowledge from IT, program, and operations staff and translate it into accessible, structured documentation.
Provide clear, librarian style guidance by organizing materials, coordinating and participating in training sessions, and ensuring users can easily locate and understand information.
Work closely with IT, product team, data teams, program leadership, and operations to ensure documentation provides clarity on the current state of the organization, the future vision, and the path between them.
Establish and enforce standards for documentation quality, naming conventions, version control, and accessibility.
Ensure that all relevant staff can effectively use institutional knowledge to make confident decisions about system upgrades, integration efforts, and organizational change initiatives.
Update documentation as systems evolve and ensure timely retirement of outdated materials.
Design and maintain intuitive indexing, tagging, and search structures so staff can quickly find the information they need.
Understand and proactively flag critical system dependencies, potential points of failure, and areas where documentation gaps could create operational risk.
Provide new staff with curated system overviews, data maps, and reference materials to accelerate learning and reduce onboarding time.
Represent the agency in meetings, committees, interagency initiatives, and related state and national workforce reporting and digital services activities.
Coordinate with Learning & Development on efforts related to training delivery, instructional materials, workforce system operations, and organizational learning initiatives.
Utilize workforce systems, learning management systems, customer relationship management (CRM) systems, analytics tools, and digital collaboration platforms including applications similar to Microsoft Office, SharePoint, and Teams.
Perform other duties as assigned.
MINIMUM ENTRANCE REQUIREMENTS\: Applicants must have at least (A) three years of full time, or equivalent part-time, professional, administrative or managerial experience in business administration, business management or public administration the major duties of which involved program management, program administration, program coordination, program planning and/or program analysis, or (B) any equivalent combination of the required experience and the substitutions below.
Substitutions\:
I. A Bachelor's degree with a major in business administration, business management or public administration may be substituted for a maximum of two years of the-required experience.*
II. A Graduate degree with a major in business administration, business management or public administration may be substituted for the required experience.*
III. A Bachelor's or higher degree with a major other than in business administration, business management or public administration may be substituted for a maximum of one year of the required experience.*
*Education toward such a degree will be prorated on the basis of the proportion of the requirements actually completed.
Comprehensive Benefits
When you embark on a career with the Commonwealth, you are offered an outstanding suite of employee benefits that add to the overall value of your compensation package. We take pride in providing a work experience that supports you, your loved ones, and your future.
Want the specifics?Explore our Employee Benefits and Rewards!
An Equal Opportunity / Affirmative Action Employer. Females, minorities, veterans, and persons with disabilities are strongly encouraged to apply.
The Commonwealth is an Equal Opportunity Employer and does not discriminate on the basis of race, religion, color, sex, gender identity or expression, sexual orientation, age, disability, national origin, veteran status, or any other basis covered by appropriate law. Research suggests that qualified women, Black, Indigenous, and Persons of Color (BIPOC) may self-select out of opportunities if they don't meet 100% of the job requirements. We encourage individuals who believe they have the skills necessary to thrive to apply for this role.
MINIMUM ENTRANCE REQUIREMENTS\: Applicants must have at least (A) three years of full time, or equivalent part-time, professional, administrative or managerial experience in business administration, business management or public administration the major duties of which involved program management, program administration, program coordination, program planning and/or program analysis, or (B) any equivalent combination of the required experience and the substitutions below.
Substitutions\:
I. A Bachelor's degree with a major in business administration, business management or public administration may be substituted for a maximum of two years of the-required experience.*
II. A Graduate degree with a major in business administration, business management or public administration may be substituted for the required experience.*
III. A Bachelor's or higher degree with a major other than in business administration, business management or public administration may be substituted for a maximum of one year of the required experience.*
*Education toward such a degree will be prorated on the basis of the proportion of the requirements actually completed.
Comprehensive Benefits
When you embark on a career with the Commonwealth, you are offered an outstanding suite of employee benefits that add to the overall value of your compensation package. We take pride in providing a work experience that supports you, your loved ones, and your future.
Want the specifics?Explore our Employee Benefits and Rewards!
An Equal Opportunity / Affirmative Action Employer. Females, minorities, veterans, and persons with disabilities are strongly encouraged to apply.
The Commonwealth is an Equal Opportunity Employer and does not discriminate on the basis of race, religion, color, sex, gender identity or expression, sexual orientation, age, disability, national origin, veteran status, or any other basis covered by appropriate law. Research suggests that qualified women, Black, Indigenous, and Persons of Color (BIPOC) may self-select out of opportunities if they don't meet 100% of the job requirements. We encourage individuals who believe they have the skills necessary to thrive to apply for this role.
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System Requirements
State government provides public services
The Commonwealth of Massachusetts runs state government operations to deliver public services and enforce laws for residents and communities. It provides programs and services through agencies and online portals, and residents interact by applying for benefits, renewing licenses, paying fees, or accessing records. Unlike private companies, it is funded by public funds and guided by policy, accountability, and transparency to serve all residents rather than shareholders. Its goal is to improve people’s lives by implementing legislative actions and delivering reliable, efficient public services.
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