Content Manager

About Us:

One of the world's largest employers with locations in more than 100 countries, we have corporate opportunities in Hyderabad. Our global offices serve as dynamic innovation and operations hubs, designed to expand our talent base and in-house expertise.

We are committed to fostering an inclusive culture where every employee can thrive and contribute their best.

Our success begins and ends with our people, who make up a diverse team of talented individuals from various backgrounds.

The Knowledge Management Content Management Lead will be responsible for defining and overseeing the end-to-end content lifecycle processes and quality standards for knowledge across the enterprise.

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

• Partner with service delivery teams to manage and review knowledge content (e.g., process workflows, onboarding materials, FAQs, job aids) to meet the evolving needs of current and future stakeholders, improve self-service, and support operational readiness
• Define and maintain a knowledge management roadmap that establishes a clear path toward achieving content management goals by identifying key milestones, sequencing critical tasks, and aligning timelines to drive timely and measurable progress
• Collaborate with stakeholders to validate content accuracy, clarity, and relevance with both global consistency and local nuance to maintain high standards of quality and regulatory compliance through regular content reviews and audits
• Oversee scheduled knowledge reviews and updates, managing the full content lifecycle from publication to retirement and archival to sustain a reliable and current knowledge base that enables effective service delivery
• Maintain and update the knowledge management asset tracker and inventory to ensure full visibility into content ownership, lifecycle stage, and alignment with taxonomy standards
• Monitor and analyze usage metrics and engagement data related to knowledge content to evaluate effectiveness, identify content gaps, and inform continuous improvement initiatives
• Deliver training and guidance to stakeholders on knowledge management standards, tools, and best practices to foster content ownership, enhance usability, and drive consistent adoption across functions
• Continuously evaluate and recommend improvements to knowledge management content, templates, taxonomy, and enabling tools to enhance user experience, streamline content creation, and elevate knowledge management maturity across the organization

Qualifications:

• Bachelor's degree required
• 7-11 years of experience in knowledge management, content development, or enterprise information systems
• Demonstrated experience implementing and managing enterprise knowledge platforms (e.g., ServiceNow, SharePoint, etc.)
• Collaborative team player with the ability to build effective relationships across functions, including service owners, subject matter experts, and platform teams
• Strong, professional interpersonal and communications skills, both verbal and written
• Highly organized, proactive, and adaptable, with the capability to manage multiple priorities in fast-paced, ambiguous environment
• Experience supporting or leading knowledge management initiatives across functional areas, with demonstrated ability to balance global standards with local relevance
• Strong project management capabilities, with experience leading or supporting cross-functional content initiatives and coordinating knowledge reviews and updates

We are an equal opportunity employer committed to the diversity of our crew members, staff, operators, and suppliers. We promote an inclusive work environment that creates feel-good moments for everyone.

Nothing in this job posting or description should be construed as an offer or guarantee of employment.