Knowledge Management Process Owner

• 3+ years’ experience in Knowledge Management, Content Strategy, or Information Architecture within a large-scale or GBS organization
• Deep experience with ServiceNow Knowledge Management, semantic search, and AI-enabled content systems
• Proven experience as a Process Owner/Process Architect/Process Lead/Process Manager in designing Knowledge Management processes from scratch is desirable
• Exceptional writing, editing, and information-design skills; ability to structure content for both human readability and AI consumption
• Ability to transform unstructured information into structured, tagged, and contextualized datasets for GenAI models
• Skilled in aligning cross-functional stakeholders, engineers, process owners, and service teams, to drive shared outcomes
• Strong facilitation and coaching skills to build knowledge culture and adoption

• Develop and own the global Knowledge Management strategy aligned to company GBS service goals and ServiceNow platform capabilities
• Establish governance models, taxonomies, metadata standards, and lifecycle policies to ensure quality, compliance, and version control
• Create and maintain enterprise-wide knowledge architecture to support AI readiness and interoperability across domains
• Design and implement AI-ready knowledge structures (metadata tagging, contextualization) to enable generative and agentic capabilities
• Partner with Product Owners to deliver curated, validated content for GenAI chatbots
• Apply retrieval-augmented generation (RAG) and prompt-engineering principles to optimize how AI systems interact with enterprise knowledge
• Maintain and regularly refresh repositories to ensure content is accurate, relevant, and searchable
• Leverage AI-assisted authoring, summarization, and classification tools to accelerate content lifecycle management
• Drive continuous improvement of findability, deflection, and reuse metrics through analytics and user feedback
• Build and lead a global community of knowledge owners and SMEs across Finance, HR, Procurement, and IT
• Deliver training and enablement programs on knowledge capture, authoring standards, and AI literacy
• Embed knowledge capture into daily workflows, automation feedback loops, and incident resolution processes
• Define KPIs and analytics dashboards to measure content quality, usage, and AI performance (accuracy, hallucination rate, retrieval success)
• Produce insight reports to guide continuous improvement and ROI of the knowledge ecosystem

Employment agency entry number 47

this job offer is intended for people over 18 years of age