ITSM Knowledge Content & QA Lead

Government Recruitment Service; Greater London; On-site; GBP 55,000 - 75,000; Full time

Job summary

Defra is seeking an ITSM Knowledge Content & Quality Assurance Manager to lead knowledge management across the ITSM practice. You will drive content governance, ensure knowledge quality, and support adoption across the ServiceNow platform with AI-enabled integration.

You will co-ordinate with the Knowledge Management Lead, line-manage 1–2 HEO colleagues, and champion design standards to make knowledge accurate, searchable, and actionable for staff and customers.

Qualifications

• Experience in knowledge management and content governance.
• Proven ability to lead teams and manage change.
• Ability to drive adoption of new tools and processes.

Responsibilities

• Support the Knowledge Management Lead with improving knowledge quality and content governance.
• Drive governance and assurance activities for knowledge content.
• Expand automation capabilities within the ServiceNow platform and AI-enabled solutions.
• Embed content design standards across knowledge assets.
• Line manage 1–2 HEO colleagues and engage stakeholders to enable service improvements.

Skills

Knowledge Management

Content Governance

Leadership

Stakeholder Engagement

Change Management

ServiceNow

AI integration

Content Design Standards

Tools

ServiceNow

Job description

Defra is seeking an ITSM Knowledge Content & Quality Assurance Manager to lead knowledge management across the ITSM practice. You will drive content governance, ensure knowledge quality, and support adoption across the ServiceNow platform with AI-enabled integration.

You will co-ordinate with the Knowledge Management Lead, line-manage 1–2 HEO colleagues, and champion design standards to make knowledge accurate, searchable, and actionable for staff and customers.