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.