Sr Manager, Knowledge Management - Gen AI Enablement Lead

Job Overview

We are seeking a Sr Manager Knowledge Management responsible for designing, standardizing, and scaling enterprise knowledge experiences while enabling AI‑driven knowledge creation, discovery, and reuse. This role leads the transformation knowledge ecosystems to AI‑ready, and governed knowledge platform, with a strong focus on ServiceNow Knowledge Management and GenAI capabilities.

This role requires a strong attention to detail and cross-functional collaboration to support knowledge management needs across various facets of the organization. The Knowledge 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.

Responsibilities

• Lead the KM design of Single Golden Knowledge Instance leveraging the latest ServiceNow/Moverworks capabilities
• Partner with platform teams on workflow, access (ACL), Search optimization and findability
• Lead content recertification and audit programs prior to migration or major releases
• Define and execute the GenAI strategy for KM, including:
  • AI‑assisted content creation, summarization, and improvement
  • AI‑powered search, recommendations, and conversational experiences
  • Knowledge augmentation for agents and self‑service channels
• Lead large‑scale KM reset initiatives, especially where KM was vendor‑managed
• Knowledge augmentation for agents and self‑service channels
• Lead the content library and publishing workflow withing employee center and moveworks
• Understanding of Moveworks would be good to have along with knowledge graph
• Practical experience enabling AI‑driven knowledge discovery and creation.

Qualifications

• Bachelor’s degree required.
• 6 –8 years of experience in knowledge management, content strategy, or service delivery support within a global or shared services environment.
• 11 - 15 years of minimum work experience is mandatory
• Hands‑on experience managing content within ServiceNow Knowledge Management or similar enterprise platforms.
• Hands‑on experience with GenAI or AI‑assisted knowledge use cases (design, enablement, or governance)
• Ability to translate strategy into executable roadmaps.
• Clear written and verbal communication skills.
• Highly organized, proactive, and comfortable operating in a fast‑paced environment