Knowledge Management & OCM Lead

We are looking for an Organizational Change and Knowledge Manager to shape and own the knowledge management lifecycle and organizational change management capability for IT services across 12 countries. This role presupposes ensuring that the service desk and L2/L3 towers operate from a current, high-quality knowledge base while driving end-user adoption of IT changes, tooling rollouts, and process improvements.

Responsibilities

• Design and operate the Knowledge Management framework aligned to KCS (Knowledge-Centered Service) methodology
• Own the knowledge base: article creation lifecycle, quality reviews, retirement schedules, and gap analysis from incident trends
• Drive KCS adoption across the analyst team — coaching, compliance tracking, and maturity scoring
• Maintain solution articles for L1/L1.5 resolution, enabling FCR improvement and feeding the AI automation pipeline
• Partner with the AI Ops FTE to curate training data for virtual agents and auto-resolution models
• Report on KB health metrics: article usage, link rate, resolution contribution, staleness index
• Lead OCM activities for IT-initiated changes
• Develop communication plans, user guides, FAQs, and training materials tailored to a multi-country, multi-language user base
• Run adoption tracking: readiness assessments, training completion rates, support ticket uplift post-change
• Coordinate with IT and business stakeholders on change impact and timing
• Own the internal training and onboarding curriculum for new SD and workplace analysts joining the team
• Contribute to continual service improvement (CSI) by identifying knowledge gaps that drive repeat incidents
• Support SIAM governance reporting with KM/OCM metrics and adoption dashboards

Requirements

• 5+ years in knowledge management, IT training, or OCM within a managed services or shared services environment
• Hands-on KCS v6 experience (KCS Practices certification preferred)
• Experience building and maintaining a knowledge base in ServiceNow (or equivalent ITSM platform)
• Strong written communication — able to produce clear, concise KB articles and end-user guides
• Comfortable working across cultures and time zones
• Fluent English; German or French are a significant plus

Nice to have

• Prosci or APMG Change Management certification
• Experience with AI/ML-assisted knowledge tools (copilots, auto-tagging, article recommendation engines)
• Familiarity with multi-language content management