Job Description

Overview:
The Knowledge and Content Management product owner role will be responsible for program management and integration of the functional vision, implementing it through processes, people, and technology, ensuring it goes live on time and within budget across multiple functions. This role will work closely with other workstreams and areas, including monitoring work with business functional sponsors, the IT organization, change management, multiple vendor partners, and several enabling functions (e.g., HR, Finance, Procurement).
The role will lead the implementation of the KM Roadmap and recommendations for the Service Delivery of functional services, as well as program management responsibilities. Activities in support of this include: business analysis and integration across the function, IT, and enabling functions; program planning including consolidation of multiple complex project plan inputs, risk management, key decision documentation, management of interdependencies across business functions, change management and communications, IT, and HR, and executive status reporting. Responsibilities:

• Functional expertise on ServiceNow KM module and content management best practice
• Delivers end-to-end KM product & services for agreed domain priorities aligned to KM expectations (consistent standards, methods, etc.) and KM value chain / RACI
• Collaborates effectively across the KM team and demonstrates high performance teaming
• Measures success of the end-to-end KM delivery for domain by leveraging common reporting and analytics; proactively elevates ideas to improve service delivery
• Creating User Stories in Azure Dev Ops to clearly articulate the program features with all of the conditions and elements
• Experience in planning and executing Knowledge article migration from other tools to ServiceNow platform
• Engages in cross domain programs and transformation projects that contribute to increased business impact and evolution of KM products and services on ServiceNow platform
• Effectively collaborates across geographies and cultures
• Should have experience in performing maturity assessment for Knowledge management and provided recommendations for additional enhancements
• Consultative mindset and integrated teaming approach to service delivery
• Ability to communicate and influence effectively to lead change with people on a global basis
• Leading Pilot and Testing efforts to ensure that the products for KM platform, tools and apps are designed as intended.
• Support Technical Product Manager of Knowledge Management on design, development and implementation of enterprise service management platform (ServiceNow) and provide input into the unified employee experience design experience
• Work with Devs team to communicate, maintain, and prioritize all Knowledge management functional requirements for implementation in ServiceNow across functions

• 9-12 years in leading large KM programs across multiple domains like marketing, finance, sales, HR, analytics etc
• 3-5 years of experience in Knowledge management or Service management processes or tools like Service Now, and Knowledge authoring tools like Epiplex, Articulate and Integrated workflow tools like Walk-me and similar applications
• Preferred experience in ServiceNow platform