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Adyen Logo Adyen · IT - Administration

Knowledge Manager, Professional Services Excellence

Netherlands, Amsterdam · Job Posted January 05, 2026
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Job Description

The Knowledge Manager for Professional Services Excellence will build systems, insights, and capabilities to allow Professional Services to deliver consistently, efficiently, and with confidence as the company scales. The role focuses on knowledge creation, system governance, and scaling knowledge through tooling & AI.

Job Responsibility

  • Partner with SMEs inside and outside of Professional Services to address content needs, close knowledge gaps, and turn tribal knowledge into documentation
  • Work with internal tech writers, product teams, tech leads or SMEs to turn new features into “what this means for us” guidance
  • Work across the IM, POM and PO domains to build repeatable structures for knowledge sharing and collaboration
  • Create simple pathways for team members to contribute and request content, while safekeeping quality and consistency
  • Collaborate with the TLs to cultivate the culture of knowledge sharing by ensuring wins, learnings and best practices are visible across Professional Servicesand help make knowledge sharing an expected and rewarding part of how we operate
  • Own the operational knowledge base for IM, POM and PO
  • Define and maintain the structure, standards, and ownership model for Professional Services knowledge, covering internal Professional Services documentation, educational tracks, kickoff decks, and delivery best practices & playbooks
  • Implement and maintain governance for how knowledge is created, reviewed, updated, and retired, ensuring accuracy and accountability across our teams
  • Establish consistent taxonomy, tagging, and categorization to ensure knowledge is easy to find and AI ready
  • Monitor usage, feedback, and analytics to identify gaps, redundancies, and opportunities for improvement
  • Collaborate with technology partners across Adyen to shape and apply AI solutions that improve the creation, maintenance, and accessibility of our knowledge
  • Drive adoption of knowledge systems and ensure teams use them consistently
  • Experiment with new approaches or tools to improve discoverability, freshness, usability, in our tooling & knowledge ecosystem

Requirements

  • 3+ years of experience in content strategy, technical writing, or similar roles with a central aspect of knowledge management
  • Thrives on learning new and complex topics, is motivated to challenge the status quo, enjoys making knowledge accessible, and creating impact beyond their own work
  • Ability to collaborate effectively across teams and influence without direct authority
  • Great writing and editing skills, with the ability to translate complex topics into clear, concise content
  • Strong organizational skills and attention to detail, with a focus on consistency and accuracy
  • Familiarity with content structuring, metadata, and search optimization techniques
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