Strategic Knowledge Manager

6 hours ago

Hyderabad, Telangana, India beBeeKnowledge Full time ₹ 20,00,000 - ₹ 25,00,000

About This Role:

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  • Serve as the enterprise Process Owner for Knowledge Management, establishing governance, policies and accountability across all knowledge domains and repositories that enables high-quality service delivery.
  • Design and manage a robust end-to-end knowledge lifecycle management process - including policies, standards, and best practices for content creation, validation, publishing, curation, and retirement.
  • Oversee knowledge content audits, quality assurance, and relevance reviews in partnership with KM champions from Service Organizations (e.g. to ensure content accuracy and usability).
  • Manage knowledge bases within ServiceNow, while integrating third-party repositories (e.g. SharePoint) into the new platform, to create a seamless, personalized and accessible experience for employees, suppliers and franchisees.
  • Apply Generative AI to enhance knowledge operations, including automatic summarization of chat and ticket transcripts, AI-assisted content generation, real-time translation and enrichment of user content, and automated content creation and optimization.

Required Skills and Qualifications
  • Bachelor's degree in Business, Technology, or a related field required.
  • ~15+ years of experience in knowledge management or content strategy, preferably in a complex, global organization.
  • ~ Demonstrated experience implementing and managing enterprise knowledge platforms (e.g. ServiceNow).
  • ~ Solid understanding of shared services operational models and how knowledge enables service quality, scalability, and operational efficiency.
  • ~ Demonstrated executive presence and leadership capability, with experience presenting to or engaging senior leadership.

What We Offer

  • We are an equal opportunity employer committed to the diversity of our crew members, staff, operators, and suppliers.
  • At McDonald's, we believe that our success begins and ends with our people. We are committed to fostering an inclusive culture where every employee can thrive and contribute their best.

Key Responsibilities
  • Build and lead a high-performing knowledge management team, accountable for executing KM strategy, deploying tools, enforcing standards, and sustaining a culture of knowledge sharing and service excellence.
  • Define and operationalize KM performance metrics to measure content health, utilization, engagement, and user behavior to drive platform enhancements, close knowledge gaps, and inform continuous improvement.

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