Manager, Knowledge Management

ROLE DESCRIPTION: We are seeking a Knowledge Management Manager within the Finance Excellence team responsible for executing Enterprise Service Management (ESM) knowledge standards within finance. Reporting directly into the function, this role partners closely with the ESM Knowledge Management team to ensure that knowledge content is created, maintained, and governed in alignment with enterprise frameworks. This role requires a strong attention to detail and cross-functional collaboration to support knowledge management needs across various facets of the organization.

The Manager will focus on operational knowledge execution, including content creation, lifecycle management, and alignment to service changes, while ensuring knowledge supports effective service delivery, self service, and consistent employee experience. ROLE RESPONSIBILITIES: Primary responsibilities: Adopt and apply enterprise knowledge management standards, templates, and lifecycle practices defined by ESM. Create, update, and maintain function specific knowledge articles (e.g., L0, L1, backend support content) in alignment with service changes and customer feedback.

Ensure knowledge content is accurate, current, searchable, and properly associated to the service catalog. Execute periodic content reviews and refresh cycles to maintain quality and relevance. Partner with ESM Knowledge Management to support audits, reporting, and compliance to standards.

Coordinate with Service Owners and Service Catalog Managers to ensure knowledge is aligned to service definitions and SLAs. Support functional training and adoption by ensuring knowledge assets are accessible and usable. Review usage metrics and engagement data related to Knowledge Content to evaluate effectiveness and implement continuous improvement.

SKILLS & EXPERIENCE: Bachelors degree required. 46 years of experience in knowledge management, content development, or service delivery support within a global or shared services environment. 8+ years of minimum work experience is mandatory Hands on experience managing content within ServiceNow Knowledge Management or similar enterprise platforms. Strong attention to detail and ability to manage structured content at scale. Ability to work cross functionally and translate enterprise standards into functional execution.

Clear written and verbal communication skills. Highly organized, proactive, and comfortable operating in a fast paced environment.