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Knowledge Management Process Owner

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Randstad

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Location:
Poland , Kraków

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Category:
IT - Administration

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Contract Type:
Employment contract

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Salary:

Not provided
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Job Description:

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!

Job Responsibility:

  • 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

Requirements:

  • 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
What we offer:
  • 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
  • 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 bonus based on performance
  • MyBenefit platform (including subsidies for Multisport cards)
  • Internet and electricity allowance for remote work
  • Increased employer contribution to the Employee Capital Plan (PPK) - up to 3%
  • Additional vacation days based 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

Additional Information:

Job Posted:
May 03, 2026

Expiration:
July 31, 2026

Employment Type:
Fulltime
Work Type:
Hybrid work
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