Updated: May, 2026
At A Glance
A knowledge management system is only as effective as the team behind it. The platform handles storage and search. The people determine whether the content is accurate, current, well-organized, and actually used. Most KMS builds fail not because of a poor platform choice, but because ownership is unclear and the wrong people are in the wrong roles. This post identifies the seven roles every KMS build requires, what each one is accountable for, and how they work together to protect your investment over time.
Why Building a KMS Takes a Village
Every role in your organization brings a unique set of tasks and operational knowledge that no other position will experience. To build a KMS that is truly comprehensive, you need to tap into as many of those perspectives as possible. From data collection and documentation to streamlining, configuration, and ongoing maintenance, the people behind your KMS matter as much as the platform itself.
→ Related: Conduct a Call Center Knowledge Management Assessment walks through the six-step process for evaluating your current knowledge management state before beginning a build or platform migration.
The 7 Roles Your KMS Team Needs
1. Knowledge Manager (KM)
The Knowledge Manager is the operational lead of your KMS. They set the standard for how information is authored and published, drive the development of organizational structure and governance, and are responsible for user management, access permissions, and system restructuring. Key focus areas include:
- Managing information taxonomy, including libraries, organizational structure, tags, categories, and hierarchies
- Mapping and linking articles to encourage faster navigation across the system
- Developing, training, and overseeing the governance team to ensure accuracy and continuity
- Running usage reports, engaging end-users, and overseeing improvements to system efficiency and content quality
→ Related: Knowledge Governance: A Plan to Knowledge Management Success covers the governance structure your Knowledge Manager and Administrator need to keep content accurate, role-appropriate, and continuously improving.
2. KMS Administrator (KA)
The KMS Administrator works closely with the Knowledge Manager to understand the current state of the system and implement innovations that grow its capabilities over time. The KA is the technical backbone of your KMS operation, with responsibility across:
- Access and permissions management, including creating accounts and granting role-appropriate library access
- Establishing and maintaining integrations via APIs and SDKs to enable information flow between connected systems
- Configuring KMS reporting and data analysis tools, including connections to BI platforms where needed
- Managing connected products, such as self-service features, that require specific knowledge configurations
3. Content SMEs
Content SMEs are the subject matter experts who know your operations inside and out. They determine what new knowledge is needed, how it must be presented to the end-user, and own the accuracy of that content. Think of SMEs as your breaking news reporters: when information needs to come to light, they are on the scene gathering the details, fact-checking the data, and packaging it for the people who need it.
4. User Performance Supervisors (UPS)
User Performance Supervisors have visibility into all operations that rely on the KMS to get work done. They collect data, report on system efficacy, and advise on improvements including knowledge format, content gaps, and delivery optimization across different end-user types. UPSs translate ground-level feedback into ongoing efficiency initiatives that protect your return on KMS investment.
5. KMS Trainers
An exceptional KMS means nothing if employees do not know how to use it. KMS Trainers are your top system experts. They lead new hire onboarding to ensure proper navigation from day one and drive training initiatives when new features, reformatting, or system improvements are rolled out. They work closely with UPSs and SMEs to identify performance gaps, determine where coaching is needed, and flag content that may need auditing.
6. Content Creators (CCs)
Content Creators (CCs) are the individuals who physically build new knowledge articles and edit existing content. They need strong communication skills, a clear understanding of the end-user’s language, and the ability to format information in a way that is easy to navigate and act on.
7. End-Users (EUs)
While every other role on the KMS team exists to serve the end-user, end-users themselves are the most valuable source of feedback when evaluating your system. They interact with articles more than anyone else in the organization and can identify what content is problematic, missing, or needs restructuring to meet their actual needs.
→ Related: 12 Best Knowledge Base Platforms Compared and Rated covers the platform features and compatibility factors your team will need to evaluate once roles are established and requirements are defined.
Ready to Build Your Knowledge Management System?
Insite’s Knowledge Management consultants can help you build the right team, identify the best-fit platform, and take your operations to the next level. Schedule a consultation to get started.
