KEY REQUIREMENTS:

• 5+ years of experience in knowledge management or service management, with proven track record in enabling teams through guidance and support
• Experience working with global, cross-functional teams in an advisory capacity
• Advanced knowledge of data analytics and performance measurement tools, particularly MS Office suite
• Strong understanding of knowledge management systems (ServiceNow Knowledge, SharePoint) and KCS methodologies
• Demonstrated ability to influence without direct authority and provide diplomatic feedback
• Experience with GenAI applications in knowledge management and service management frameworks
• Fluent English with excellent communication skills and ability to translate data into actionable insights

• Develop and monitor key performance indicators (KPIs) for knowledge management across service lines and provide actionable insights to identify improvement opportunities
• Guide service lines in establishing effective knowledge management practices and provide consultative support for prioritizing knowledge creation and maintenance efforts
• Communicate quality standards and best practices, conduct regular audits, and alert service line leaders about compliance issues or quality concerns
• Design and deliver targeted training programs to enhance service lines’ knowledge management capabilities and enable self-sufficiency
• Develop frameworks, methodologies, tools, and templates that service lines can implement to improve knowledge quality and effectiveness
• Identify systemic issues affecting knowledge quality and recommend process improvements and technology enhancements to address root causes
• Facilitate cross-functional learning, sharing of best practices, and partner with service lines to implement improvement initiatives