Own the end-to-end Knowledge Management process within the GSEP (ServiceNow) Platform and ensure overall quality of the GSEP knowledge management module
Act as steward of IT knowledge standards and liaison between the GSEP Program Team & knowledge management user community
Define, deploy, evaluate, educate, and support IT knowledge process workflow analysis
Maintain IT knowledge process governance and Access Control Policy
Identify KPIs for continuous improvement and host KM community practice meetings
Lead risk and opportunity evaluations and define strategic/tactical implementation plans
Host user group meetings and HR KM team meetings to share best practices and negotiate changes
Team with Incident Management & Service Desk Operations to ensure data quality & continuity
Leverage ServiceNow to optimize KM onboarding for Service Desk
Publish daily new and updated knowledge content in ITSM space and maintain KM training materials
Perform scheduled & unscheduled audits of GSEP knowledge for quality, continuity & adherence to standards
Maintain knowledge base architecture & parameters and consult/train new KM practitioners
Requirements
Understanding of ServiceNow (GSEP) knowledge management
Technical writing/editing skills with high attention to detail and standardization
Experience supporting or implementing a large-scale IT knowledge base/content management system (including taxonomy and architecture)
Project Management & LEAN experience
Demonstrated ability to work in a dynamic, fast-paced environment
Ability to build strong networks across organization boundaries (preferred)
Understanding of IT services, service readiness and required deliverables/outcomes (preferred)
Working knowledge of basic IT Service Management and Service Desk operating procedures (preferred)
Experience with software implementation programs in a large-scale environment (preferred)
Analytical skills and ability to use SAFe Agile methodology (preferred)
Work Authorisation: current legal authorisation to work immediately in Poland (required)
Visa Sponsorship: Employer will not sponsor applicants for employment visa status
Benefits
Market competitive salary and performance-based incentive program
Flexible working hours
Additional paid days off for Christmas break (December 24th-January 1st)
Virtual learning tools and platforms for professional development
Learning Together Program and MyBenefit program
Employee Recognition Program
Medical Plan (Medicover/LuxMed) and life insurance (Warta S.A.) for you and your Family
Employee Pension Scheme (PPE)
Friendly and inclusive workplace atmosphere
Cooperation with an international team and global engineering team
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