ITSM Knowledge Management Lead — Content & QA

Government Recruitment Service; York and North Yorkshire; On-site; CAD 83,000 - 91,000; Full time

Job summary

Defra’s ITSM Knowledge Management Practice Office within Group Infrastructure & Operations (GIO) seeks an experienced Knowledge Content & Quality Assurance Manager. You will push forward knowledge quality, content governance, and service adoption while expanding automation in ServiceNow and AI-enabled solutions.

The role involves implementing the Knowledge Roadmap, embedding design standards, and governance, with line management for 1–2 HEO colleagues.

Qualifications

• Experience leading knowledge management initiatives.
• Ability to implement governance and assurance activities.
• Strong stakeholder engagement and change management capabilities.

Responsibilities

• Drive the Knowledge Roadmap for ITSM Knowledge Management.
• Embed content design standards and governance practices.
• Lead and develop one to two HEO colleagues; manage performance and priorities.
• Support expansion of automation within ServiceNow and AI-enabled solutions.

Skills

Leadership

Knowledge management

Content governance

Stakeholder engagement

Change management

Tools

ServiceNow

Job description

Defra’s ITSM Knowledge Management Practice Office within Group Infrastructure & Operations (GIO) seeks an experienced Knowledge Content & Quality Assurance Manager. You will push forward knowledge quality, content governance, and service adoption while expanding automation in ServiceNow and AI-enabled solutions.

The role involves implementing the Knowledge Roadmap, embedding design standards, and governance, with line management for 1–2 HEO colleagues.