Knowledge Management Process Owner
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If you have the expertise to design and govern Global Knowledge Management processes from scratch and you are eager to drive the end-to-end ServiceNow transformation toward an AI-powered Enterprise Service Management within a high-performing GBS environment - APPLY!
Knowledge Management Process Owner
Nr ref.: 180/4/2026/PK/268082/praktykipl Kraków (małopolskie)What we offer
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A key role in digital transformation within a strategic and rapidly growing Business Unit
- Full ownership of developing, maintaining, and evolving an intelligent, AI-ready knowledge ecosystem
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An efficient recruitment process, consisting of 1-2 stages directly with the Client
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An employment contract directly with the Client, with a perspective for a long-term cooperation
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Annual bonus based on performance
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MyBenefit platform (including subsidies for Multisport cards)
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Internet and electricity allowance for remote work
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Increased employer contribution to the Employee Capital Plan (PPK) - up to 3%
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Additional vacation days based on your length of service
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Hybrid work model (typically 2 days in the office and 3 days from home)
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Flexible start times between 7:00 AM and 9:00 AM
Your tasks
- Develop and own the global Knowledge Management strategy aligned to company GBS service goals and ServiceNow platform capabilities
- Establish governance models, taxonomies, metadata standards, and lifecycle policies to ensure quality, compliance, and version control
- Create and maintain enterprise-wide knowledge architecture to support AI readiness and interoperability across domains
- Design and implement AI-ready knowledge structures (metadata tagging, contextualization) to enable generative and agentic capabilities
- Partner with Product Owners to deliver curated, validated content for GenAI chatbots
- Apply retrieval-augmented generation (RAG) and prompt-engineering principles to optimize how AI systems interact with enterprise knowledge
- Maintain and regularly refresh repositories to ensure content is accurate, relevant, and searchable
- Leverage AI-assisted authoring, summarization, and classification tools to accelerate content lifecycle management
- Drive continuous improvement of findability, deflection, and reuse metrics through analytics and user feedback
- Build and lead a global community of knowledge owners and SMEs across Finance, HR, Procurement, and IT
- Deliver training and enablement programs on knowledge capture, authoring standards, and AI literacy
- Embed knowledge capture into daily workflows, automation feedback loops, and incident resolution processes
- Define KPIs and analytics dashboards to measure content quality, usage, and AI performance (accuracy, hallucination rate, retrieval success)
- Produce insight reports to guide continuous improvement and ROI of the knowledge ecosystem
What we expect
- 3+ years’ experience in Knowledge Management, Content Strategy, or Information Architecture within a large-scale or GBS organization
- Deep experience with ServiceNow Knowledge Management, semantic search, and AI-enabled content systems
- Proven experience as a Process Owner/Process Architect/Process Lead/Process Manager in designing Knowledge Management processes from scratch is desirable
- Exceptional writing, editing, and information-design skills; ability to structure content for both human readability and AI consumption
- Ability to transform unstructured information into structured, tagged, and contextualized datasets for GenAI models
- Skilled in aligning cross-functional stakeholders, engineers, process owners, and service teams, to drive shared outcomes
- Strong facilitation and coaching skills to build knowledge culture and adoption
Employment agency entry number 47
this job offer is intended for people over 18 years of age
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