Information Architect/Taxonomist - Meta

Enterprise Engineering Engagement delivers internal end-user technical support that drives productivity at Facebook. We are a dynamic, diverse and globally dispersed team of IT professionals. Our mission is to unlock every individual’s productivity and to this end we are undertaking an exciting transformation roadmap across our tooling and processes. As we progress our digital strategy transformation, with a focus on self-service, dynamic, and targeted “right channeled” solutions, we are seeking an Information Architect to work within our Service Experience team. The Service Experience Team is a multidisciplinary team of experts spanning Customer Experience, Quality and Knowledge Management and responsible for initiatives that are part of the Global Transformation Program. This team partners most closely with Business Analysts, Engineering, Product Managers, Data Analysts, UX researchers, and strategic teams that represent various operational processes and programs.We’re looking for a seasoned expert in the domains of Technical content taxonomy and knowledge architecture strategy, creation, implementation and management. This role will be expected to advise and lead the planning and design / build of taxonomies, ontologies, and content indexing, tagging, and management for Meta’s IT Helpdesk content. Responsibilities include the creation of taxonomic models, data models, data flow diagrams, vocabulary standards, and metadata management designs.This role focuses on the design of surfaces, systems and processes that support knowledge exchange & delivery in a highly cross-functional, fast-paced and complex working environment. The person in this should be adept at bringing order to chaos and seeing patterns through the noise and redundancy of a highly matrixed content production ecosystem.

RESPONSIBILITIES

Information Architect/Taxonomist Responsibilities:

• Define knowledge processes and identify the technology requirements for creating, capturing, organizing, accessing and using knowledge assets
• Plan information architecture, create use cases, prepare data models, and design information structure, data flow, and navigation
• Identify requirements through research and analysis of user needs, preferences, objectives, and data available on how users consume content
• Develop, adjust and maintain IT Helpdesk taxonomy & content templates to ensure consistency & alignment with case & process taxonomies
• Ensure that digital content is appropriately tagged and has correct metadata for SEO, dynamic content delivery models, site search, and as applicable to the analytics data layer
• Lead IT Helpdesk taxonomy committee & generate taxonomy changes
• Provide in-depth knowledge domain analysis to identify knowledge gaps & taxonomy needs
• Gather & analyze feedback reports to identify technological requirements, content gaps & taxonomy needs
• Outline future opportunities and strategies to advance content architecture in collaboration with the Content Strategist
• Educate stakeholders on an ongoing basis to champion taxonomy process, workflows, and implementation frameworks
• Consult with teammates and XFN partners to communicate change management strategies around taxonomy and knowledge architecture changes
• Partner with with data & analytics teams to assess taxonomy and knowledge architecture efficacy based on metrics
• Serve as a resource to content strategist in editorial process, metadata implementation, content meta tags, html page tags, and keywords. Drive continuous improvements on IA processes, models, and taxonomy
• Contribute and guide content management best practices
• Assess user needs (through use cases, service blueprints, journey maps, evaluation of customer experience and analytics data, and UX research), developing sitemaps, doing content audits, creating metadata maps, and structuring content

MINIMUM QUALIFICATIONS

Minimum Qualifications:

• Bachelor's degree in a directly related field, or equivalent practical experience.
• 4+ years of experience in knowledge and content management or equivalent areas
• 2+ years of experience in developing taxonomies/ontologies to support a variety of systems for front-end and back-end use
• Experience with developing and implementing complex taxonomies, ontologies, and knowledge architecture at scale
• Experience evaluating and implementing taxonomies to support knowledge & content management systems
• Experience with designing taxonomies to support search, discovery, and analytics applications of large scale
• Experience building taxonomies for machine learning classification systems and conversational solutions
• Experience with a variety of topic/domain types and complexity of taxonomies
• Experience with systems and business analysis
• Experience communicating and presenting taxonomy principles and standards

PREFERRED QUALIFICATIONS