Knowledge Manager: IT Strategy & AI-Driven ServiceNow

Rolls-Royce; East Midlands; On-site; GBP 90,000 - 130,000; Full time

Benefits offered by this job

Annual Leave

Retirement Savings

Group Life Assurance

Group Income Protection

Employee Shares

Digital GP

Job summary

Rolls-Royce in Derby seeks a Knowledge Manager to own and evolve the enterprise IT Knowledge Strategy, embedding knowledge as a strategic asset across ITIL, KCS, and ServiceNow-enabled processes. You’ll drive AI-assisted knowledge, ensure governance, and support shift-left, self-service, and first-time fix metrics across Incident, Problem and Request practices.

The role focuses on governance, lifecycle management, analytics, and stakeholder engagement to deliver measurable improvements in user

Qualifications

• ITIL 4 Foundation certification required with higher-level certification desirable.
• KCS certification preferred.
• Relevant degree or SFIA-aligned professional experience.

Responsibilities

• Define, own and evolve a Global IT Knowledge Management Strategy aligned to ITIL 4, KCS, and digital strategy.
• Own end-to-end knowledge lifecycle: create, review, publish, consume, improve, retire.
• Drive adoption of KCS, self-service, and first-time fix through audience-focused content.
• Own Knowledge Management within ServiceNow: architecture, taxonomy, integration, analytics.

Skills

IT Service Management

KCS adoption

ServiceNow knowledge

Education

ITIL 4 Foundation

KCS Certification

Relevant degree or SFIA-aligned experience

Tools

ServiceNow Platform

Job description

Rolls-Royce in Derby seeks a Knowledge Manager to own and evolve the enterprise IT Knowledge Strategy, embedding knowledge as a strategic asset across ITIL, KCS, and ServiceNow-enabled processes. You’ll drive AI-assisted knowledge, ensure governance, and support shift-left, self-service, and first-time fix metrics across Incident, Problem and Request practices.

The role focuses on governance, lifecycle management, analytics, and stakeholder engagement to deliver measurable improvements in user