ITSM Knowledge & Quality Lead (Automation & AI)

Government Recruitment Service; Reading; On-site; GBP 65,000 - 75,000; Full time

Job summary

Defra's ITSM Knowledge Management Practice Office in Group Infrastructure & Operations is seeking an experienced Knowledge Management professional to drive the next phase of the Knowledge Management strategy.

You will support the Knowledge Management Lead with improving knowledge quality, governance and service adoption, while expanding automation within the ServiceNow platform and integrating AI-enabled solutions.

Qualifications

• Experience in knowledge management and governance within large organisations.
• Line management responsibility for one to two HEO colleagues.
• Strong leadership, stakeholder engagement and change management skills.

Responsibilities

• Support the Knowledge Management Lead with improving knowledge quality, governance and service adoption.
• Drive content design standards and governance activities, expanding automation within ServiceNow and AI-enabled solutions.
• Implement the Knowledge Roadmap and ensure knowledge remains a strategic asset for operational performance.
• Line-manage 1–2 HEO colleagues and coordinate with key stakeholders to embed new practices.

Skills

Knowledge Management

Content governance

Leadership

Stakeholder engagement

Change management

ServiceNow platform

Automation

AI-enabled solutions

Tools

ServiceNow

Job description

Defra's ITSM Knowledge Management Practice Office in Group Infrastructure & Operations is seeking an experienced Knowledge Management professional to drive the next phase of the Knowledge Management strategy.

You will support the Knowledge Management Lead with improving knowledge quality, governance and service adoption, while expanding automation within the ServiceNow platform and integrating AI-enabled solutions.