Sr Manager, Knowledge Management - Gen AI Enablement Lead

McDonald's; Hyderabad; On-site; INR 3,000,000 - 4,500,000; Full time

Job summary

McDonald’s Hyderabad is seeking a Sr Manager Knowledge Management to design and scale enterprise knowledge experiences, enabling AI‑driven knowledge creation, discovery, and reuse. You will lead the transformation of KM into an AI‑ready, governed platform with emphasis on ServiceNow Knowledge Management and GenAI capabilities.

You will collaborate across functions to support knowledge management needs, focusing on content lifecycle, alignment with service changes, and enabling effective

Qualifications

• Bachelor’s degree is required.
• 6–8 years of experience in knowledge management or related fields.
• 11–15 years minimum work experience is mandatory.
• Hands‑on experience with ServiceNow Knowledge Management or similar platforms.
• Experience with GenAI or AI‑assisted knowledge use cases.

Responsibilities

• Lead KM design leveraging the latest ServiceNow/Moveworks capabilities.
• Partner with platform teams on workflow, access, and search optimization.
• Lead content recertification and audit programs prior to migration or major releases.
• Define and execute the GenAI strategy for KM (AI‑assisted content, summaries, improvements).
• Lead large‑scale KM reset initiatives, especially where KM was vendor‑managed.
• Oversee content library and publishing workflow within employee center and Moveworks.

Skills

6-8 years experience

11-15 years minimum

ServiceNow KM

GenAI knowledge

Communication skills

Education

Bachelor's degree

Tools

ServiceNow Knowledge Management

Moveworks

Knowledge graph

Job description

One of the world’s largest employers with locations in more than 100 countries, McDonald’s Corporation has corporate opportunities in Hyderabad. Our global offices serve as dynamic innovation and operations hubs, designed to expand McDonald's global talent base and in-house expertise. Our new office in Hyderabad will bring together knowledge across business, technology, analytics, and AI, accelerating our ability to deliver impactful solutions for the business and our customers across the globe.

Job Overview

About McDonald’s:

One of the world’s largest employers with locations in more than 100 countries, McDonald’s Corporation has corporate opportunities in Hyderabad. Our global offices serve as dynamic innovation and operations hubs, designed to expand McDonald's global talent base and in-house expertise. Our new office in Hyderabad will bring together knowledge across business, technology, analytics, and AI, accelerating our ability to deliver impactful solutions for the business and our customers across the globe.

Job Overview

We are seeking a Sr Manager Knowledge Management responsible for designing, standardizing, and scaling enterprise knowledge experiences while enabling AI‑driven knowledge creation, discovery, and reuse. This role leads the transformation knowledge ecosystems to AI‑ready, and governed knowledge platform, with a strong focus on ServiceNow Knowledge Management and GenAI capabilities.

This role requires a strong attention to detail and cross-functional collaboration to support knowledge management needs across various facets of the organization. The Knowledge Manager will focus on operational knowledge execution, including content creation, lifecycle management, and alignment to service changes, while ensuring knowledge supports effective service delivery, self‑service, and consistent employee experience.

Responsibilities

• Lead the KM design of Single Golden Knowledge Instance leveraging the latest ServiceNow/Moverworks capabilities
• Partner with platform teams on workflow, access (ACL), Search optimization and findability
• Lead content recertification and audit programs prior to migration or major releases
• Define and execute the GenAI strategy for KM, including:
  • AI‑assisted content creation, summarization, and improvement
  • AI‑powered search, recommendations, and conversational experiences
  • Knowledge augmentation for agents and self‑service channels
• Lead large‑scale KM reset initiatives, especially where KM was vendor‑managed
• Knowledge augmentation for agents and self‑service channels
• Lead the content library and publishing workflow withing employee center and moveworks
• Understanding of Moveworks would be good to have along with knowledge graph
• Practical experience enabling AI‑driven knowledge discovery and creation.

Qualifications

• Bachelor’s degree required.
• 6 –8 years of experience in knowledge management, content strategy, or service delivery support within a global or shared services environment.
• 11 - 15 years of minimum work experience is mandatory
• Hands‑on experience managing content within ServiceNow Knowledge Management or similar enterprise platforms.
• Hands‑on experience with GenAI or AI‑assisted knowledge use cases (design, enablement, or governance)
• Ability to translate strategy into executable roadmaps.
• Clear written and verbal communication skills.
• Highly organized, proactive, and comfortable operating in a fast‑paced environment

McDonald’s is the world’s leading global foodservice retailer with over 40,000 locations in over 100 countries. Approximately 95% of McDonald’s restaurants worldwide are owned and operated by independent local business owners. At McDonald’s, we lead through our values centered on inclusivity, service, integrity, community, and family. Here is your chance to get in on something special as we grow our corporate team in India and allow you to grow your career.