Massachusetts Department of Developmental Services
Organizational Systems Knowledge Coordinator
100 Cambridge Street, Boston, MA
On-site · Full-time
First seen by offpeak October 22, 2026
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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Update documentation as systems evolve and ensure timely retirement of outdated materials.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.