Informacje o stanowisku

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!

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 designingKnowledge 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

What we offer

• A key rolein digital transformation within a strategic and rapidly growing Business Unit

• Full ownership of developing, maintaining, and evolving an intelligent, AI-ready knowledge ecosystem

• An efficient recruitment process, consisting of 1-2 stages directly with the Client

• An employment contract directly with the Client, with a perspective for a long-term cooperation

• Annual bonusbased on performance

• MyBenefit platform(including subsidies for Multisport cards)

• Internet and electricity allowancefor remote work

• Increased employer contributionto the Employee Capital Plan (PPK) - up to 3%

• Additional vacation daysbased on your length of service

• Hybrid work model(typically 2 days in the office and 3 days from home)

• 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

Kraków - Oferty pracy w okolicznych lokalizacjach