Job details
Job description
The manager of Knowledge Management is a leader responsible for governing, designing, implementing, and continuously improving knowledge management strategies across our global Enterprise Digital & Technology organization. This role serves as the architect of our organizational knowledge ecosystem, ensuring that critical information, processes, best practices, and solutions are effectively captured, organized, and made accessible to all stakeholders.
This position plays a pivotal role in driving operational excellence and fostering a culture of knowledge sharing and continuous learning. The ideal candidate will shape the knowledge management strategy, implement best-in-class practices across Enterprise Digital and Technology, and build a knowledge-sharing culture that directly improves customer satisfaction and operational efficiency.
What will you do:
Develop and execute a comprehensive knowledge management strategy and roadmap aligned with EDT objectives and business goals
Design and maintain a robust knowledge management framework
Establish governance models to ensure knowledge accuracy, currency, consistency, and compliance across all knowledge assets
Define KPIs and metrics to measure knowledge base effectiveness, usage, adoption, and ROI
Create and enforce standards, policies, and procedures for knowledge creation, review, approval, and retirement
Oversee the end-to-end knowledge lifecycle from creation, curation, and publication to maintenance, review, and retirement
Implement systematic processes to identify knowledge gaps and prioritize content creation based on business impact
Create an accessible knowledge hub for processes, documents, lessons learned and ways of working. Ensure the solution is scalable, buildable and can evolve along with the organization.
Employ AI-driven tools for information retrieval and knowledge sharing.
Optimize knowledge management system configuration, search functionality, and user experience
Integrate knowledge management tools with ITSM platforms, self-service portals, and AI-powered chatbots
Collaborate with compliance teams to ensure that policies, processes and procedures are updated in the right place and that data is maintained in the right source and enriched versus duplicated
Leverage analytics and reporting tools to track knowledge usage patterns and identify improvement opportunities
Develop and deliver training programs to promote knowledge creation, contribution, and usage
Champion a knowledge-sharing culture and drive adoption across the organization
Implement feedback mechanisms from users and contributors for continuous refinement
Present regular reports to senior leadership on knowledge management program performance and business impact
What you need:
Bachelor's degree in Information Technology, Computer Science, Information Management, Library Science, Computer Engineering, Business Administration or related field
Previous experience with enterprise knowledge management tools
Additional certifications in knowledge management, project management or technical writing considered a plus
8+ years of experience in IT knowledge management, technical documentation
Minimum 2-3 years managing knowledge management programs in a complex, enterprise IT environment
Experience working in a regulated industry (e.g., Life Sciences, Medical Device, Finance) a plus.
Demonstrated experience implementing knowledge management processes
Proven track record of building and scaling knowledge bases from ground up
Experience working in global, multicultural organizations with distributed teams
Experience working with third-party providers
Working knowledge of AI/ML capabilities in knowledge management (auto-classification, search optimization)
Fluent English (written and verbal) – C1/C2 level required
Exceptional written communication skills with ability to create clear, concise, and user-friendly documentation
Demonstrated experience in liaising with middle and senior management
Engage stakeholders at all levels to efficiently gather and integrate feedback, enhancing outcomes throughout the lifecycle
Strong presentation and facilitation skills for training and stakeholder engagement
Ability to translate complex technical concepts into easily understandable content
