Senior BP Project Management Specialist

IN2 Medtronic Engineering and Innovation Center Private Limited; Hyderabad; On-site; INR 1,500,000 - 2,800,000; Full time

Job summary

Medtronic plc is seeking a Knowledge Manager to own daily knowledge operations, optimise AI-assisted content, and collaborate with the Global Service Desk. You will drive analytics, maintain taxonomy, and ensure timely publication of knowledge assets.

The role requires ITIL expertise, ITSM/Knowledge experience, and strong written English. A global IT operations culture and GenAI governance shape the work environment and processes.

Qualifications

• Bachelor’s or Master degree in IT/related field or equivalent.
• 5+ years in ITSM/knowledge management or related roles.
• ITIL v3 Practitioner/Professional; ITIL 4 familiarity preferred.
• Proficient in ServiceNow knowledge administration and analytics.
• Strong business analysis, SOPs, and acceptance criteria skills.
• Excellent written and spoken English; GenAI guidelines knowledge.

Responsibilities

• Own day-to-day knowledge process and AI-assisted content operations.
• Collaborate with GSD and process peers to publish knowledge at the point of need.
• Translate analytics into actions; conduct content fixes and experiments.
• Configure ServiceNow Knowledge roles, categories, and synonyms; support AI features.
• Lead Knowledge forums; coach stakeholders in KCS v6 and AI content authoring.
• Convert Problems/KEDB into reusable knowledge articles; ensure pre-go-live docs.

Skills

English proficiency (C1+)

ITIL familiarity

Business analysis

Written communication

Content/knowledge management

Education

Bachelor’s or Master degree in IT/related field

Tools

ServiceNow Knowledge Administration

Predictive Intelligence/Agent Assist/Virtual Agent

KCS v6 guidelines

Job description

A Day in the Life

Review the knowledge queue and AI-drafted suggestions; apply style, metadata and route for approval. Tune synonyms and semantic search; run UAT for a new Agent Assist snippet addressing the top call driver. Lead a KCS huddle with Content Owners; convert Problem RCA into a reusable article; configure Virtual Agent intent hints. Publish a mini-report from the Knowledge dashboard highlighting precision/recall and zero-result trends. Our Global IT Support Organization operates within IT Operations and the IT Service Management Office (ITSMO). We deliver customer‑centric services at scale across regions with a follow‑the‑sun support model. Knowledge Management is treated as a product and practice—integrated with Incident, Problem, Change, Service Configuration (CMDB), Asset, Catalog and Request Fulfillment. The team partners closely with the Global Service Desk (GSD) and the Data Analytics group, using the Knowledge dashboard to drive deflection, search effectiveness, and MTTR improvements.

• Operational owner of the day‑to‑day Knowledge process and AI‑assisted content operations.
• Front‑line partner to GSD and process peers to ensure knowledge appears at the point of need (IT Portal, Service Operation Workspace, request/incident flows) with Agent Assist/Virtual Agent and IT Virtual Assistant (Robin) support.
• Co‑administrator of the Knowledge dashboard; translate analytics into actions (synonyms, content fixes, experiments).
• Execute intake→review→approve/publish→retire; enforce style/taxonomy/metadata standards; maintain human‑in‑the‑loop review for AI‑drafted content.
• Configure and tune ServiceNow Knowledge (roles, categories, synonyms, feedback), and partner on Predictive Intelligence, Agent Assist snippets, and Virtual Agent intents.
• Chair Knowledge forums; coach Content Owners/Contributors in KCS v6 and AI‑assisted authoring; track actions and coaching outcomes.
• Convert Problems/KEDB into reusable articles; ensure Change/Release has pre‑go‑live knowledge; embed guided help in Catalog/Request.
• Co‑own the Knowledge dashboard: define measures with analytics, validate PA data, run A/B tests on search/intent tuning, and publish insights.
• Coordinate UAT for AI features and search changes; document SOPs/work instructions; keep the process audit‑ready.

Required Knowledge and Experience

A Bachelor’s or Master degree or equivalent with 7+ year’s experience in the below is required, along with proficiency in English (C1+).

• Minimum ITIL v3 Practitioner/Professional; ITIL 4 practice‑level or Managing Professional preferred.
• 5+ years in ITSM support/process roles; 2+ years in Knowledge or adjacent processes (Incident/Request).
• ServiceNow knowledge administration and familiarity with Predictive Intelligence/Agent Assist/Virtual Agent; PA reports.
• Working familiarity with KCS v6 and corporate GenAI guidelines (review, disclosure, PII checks).
• Strong BA skills: requirements, SOPs, acceptance criteria, light data analysis; excellent written communication.

Desired Skills & Experience

Prompt library maintenance; basic A/B testing design; GenAI moderation workflows; Multi-language content pipeline (English primary).

Knowledge on following Success Metrics,

• Time‑to‑publish;
• Article quality/helpfulness;
• Contribution rate;
• Search success & zero-result;
• AI‑draft acceptance rate;
• Deflection for top drivers;
• Aging/retire SLAs.

Physical Job Requirements

The above statements are intended to describe the general nature and level of work being performed by employees assigned to this position, but they are not an exhaustive list of all the required responsibilities and skills of this position.

Benefits & Compensation

Medtronic offers a competitive Salary and flexible Benefits Package. A commitment to our employees lives at the core of our values. We recognize their contributions. They share in the success they help to create. We offer a wide range of benefits, resources, and competitive compensation plans designed to support you at every career and life stage.

This position is eligible for a short‑term incentive called the Medtronic Incentive Plan (MIP).

We lead global healthcare technology and boldly attack the most challenging health problems facing humanity by searching out and finding solutions. Our Mission — to alleviate pain, restore health, and extend life — unites a global team of 95,000+ passionate people. We are engineers at heart— putting ambitious ideas to work to generate real solutions for real people.

From the R&D lab, to the factory floor, to the conference room, every one of us experiments, creates, builds, improves and solves. We have the talent, diverse perspectives, and guts to engineer the extraordinary. We change lives. Each team member, each day, helps to improve and redefine how the world treats the most pressing health conditions, from heart disease to diabetes. Our industry leadership comes from the passion and ingenuity of our people. That’s who we are.

Working alongside one another, we use science, medicine, and a profound understanding of the human body to build extraordinary technologies that can transform lives. We build extraordinary solutions as one team. With one Medtronic Mindset defining how we work. Speed and decisiveness run through our DNA. Diverse perspectives inspire our bold answers to any challenge that comes our way. And we deliver results the right way, breakthrough after patient breakthrough.

This life-changing career is yours to engineer. By bringing your ambitious ideas, unique perspective and contributions, you will…

Build a better future, amplifying your impact on the causes that matter to you and the world

Grow a career reflective of your passion and abilities

Connect to a dynamic and inclusive culture that welcomes the challenge of life-long learning

These commitments set our team apart from the rest: Experiences that put people first. Respect for people is the hallmark of our humanity. It fuels our team to positively impact even a single life. And it means we put our people first at Medtronic as well, creating a culture of belonging and always pushing to get you the career-building resources you need. Life-transforming technologies. No matter your role, you contribute to technologies that transform lives. What we build empowers patients to live life on their terms. Better outcomes for our world. Here, it’s about more than the bottom line. Our Mission to improve human welfare drives us. We advance healthcare, society, and equity with every design, inside and outside our walls. Insight-driven care. Fresh viewpoints. Cutting-edge AI, data, and automation. You're shaping the future of healthcare technology and defining the next generation of breakthroughs in care It is the policy of Medtronic to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, Medtronic will provide reasonable accommodations for qualified individuals with disabilities. For sales reps and other patient facing field employees, going into a healthcare settingis considered an essential function of the job and we expect our employees to comply with all credentialing requirements at the hospitals or clinics they support. This employer participates in the federal E-Verify program to confirm the identity and employment authorization of all newly hired employees. For further information about the E-Verify program, please click here. For updates on job applications, please go to the candidate login page and sign in to check your application status. If you need assistance completing your application please email [e-mail] To request removal of your personal information from our systems please email [e-mail]