Global Knowledge Manager - Maternity Cover

Make an impact

• Manage and enhance the global Knowledge Management framework, including processes, policies, and KPIs,
• Establish governance models to ensure accuracy, relevance, and lifecycle management of all knowledge articles,
• Drive harmonization of KM practices across all regions, service lines, and support partners,
• Oversee creation, review, approval, publishing, and retirement of knowledge articles,
• Ensure consistency in content quality, tone, taxonomy, templates, and metadata,
• Identify knowledge gaps based on incident, problem, and change trends,
• Work closely with Service Desk leads, SMEs, Problem Management, and Operations teams to ensure knowledge capture,
• Partner with outsourcing providers to enforce global KM standards and knowledge-centered support principles,
• Facilitate global knowledge communities and expert networks, train global teams and partners on KM processes, tools, and best practices,
• Serve as global process owner for Knowledge Management within the ITSM platform (e.g., Freshservice, ServiceNow),
• Drive improvements in AI/ML-driven search, self-service portals, and chatbots,
• Ensure integration between KM and ITSM processes (Incident, Problem, Change, CMDB),
• Define and monitor KM KPIs: article usage, deflection rate, time-to-resolve, article quality index, etc.,
• Lead continuous improvement initiatives to increase self-service adoption and reduce ticket volume,
• Benchmark and implement best practices such as ITIL Knowledge Management, and global content governance.

What you need to succeed

• Degree in computer science, engineering or comparable qualification,
• Familiarity with ITSM, ITAM, or service management environments,
• Strong expertise in Knowledge Management frameworks, methodologies, and tools,
• Experience with taxonomy design, content governance, and search optimization,
• Team-oriented way of working, commitment, independence and personal responsibility,
• Strong analytical skills with ability to translate data into actionable insights,
• Willingness to learn, flexibility and resilience,
• Outstanding English language skills, German knowledge is an advantage.