Senior Information Architect

2 weeks ago

Hyderabad, Telangana, India beBeeKnowledgeManagement Full time ₹ 1,25,00,000 - ₹ 1,75,00,000
Job Title: Knowledge Management Lead

Key Responsibilities:
  • Lead the strategic development and implementation of knowledge management practices across Global Business Services, Global Technology, and other corporate functions.
  • Develop and manage a robust knowledge lifecycle management process including policies, standards, best practices for content creation, validation, publishing, curation, and retirement.
  • Establish standard templates, content structures, and metadata/tagging protocols to effectively classify and find knowledge articles.
  • Oversee knowledge content audits, quality assurance, and relevance reviews in partnership with KM champions from Service Organizations to ensure content accuracy and usability.
  • Manage knowledge bases within ServiceNow while integrating third-party repositories into the new platform to create a seamless experience for employees, suppliers, and franchisees.
  • Design the knowledge interfaces to deliver usable, context-aware, and personalized content to both employees and back-end agents based on their specific needs.
  • 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.
  • Utilize AI-driven recommendations and knowledge graphs to personalize search results, article suggestions, and content layouts based on user attributes such as role, location, or service context.
  • Embed knowledge management into GBS operations partnering with Service Delivery Leads, Global Process Owners, CI teams, Org Activation teams, Global Office teams, etc. to integrate knowledge practices into training, onboarding, and day-to-day service delivery.
  • Define and operationalize knowledge performance metrics to measure content health, utilization, engagement, and user behavior to drive platform enhancements, close knowledge gaps, and inform continuous improvement.
  • 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.

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