Global Knowledge Management Lead | Self-Service & Quality

EY; Wrocław; On-site; PLN 240,000 - 360,000; Full time

Benefits offered by this job

Continuous learning

Success defined by you

Transformative leadership

Diverse and inclusive culture

Job summary

EY GDS Poland is seeking a senior Knowledge Management leader to drive global Service Knowledge Management, governance and user experience across the organization. You will translate KM strategy into priorities and oversee day-to-day delivery of knowledge initiatives through a global team.

You will partner with Product Owners and technology stakeholders to improve knowledge quality, reuse, self-service and AI-ready processes, while promoting continuous learning and a culture of knowledge sharing

Qualifications

• Experience leading teams in a global environment.
• Experience managing stakeholders across multiple functions and levels of seniority.
• Experience in Knowledge Management, Content Management or related discipline.
• Experience with ServiceNow, Knowledge Management module preferred.
• Strong analytical and reporting skills.
• Excellent written and verbal English communication skills.

Responsibilities

• Lead and develop a global team of Knowledge Management professionals.
• Set priorities, allocate capacity, and coach team members to deliver both operational commitments and improvement initiatives.
• Foster a collaborative, high-performing culture focused on quality, accountability, and continuous improvement.
• Partner with Product Owners and technology stakeholders to improve knowledge quality, reuse, self-service, governance, and customer experience.
• Manage the execution and monitoring of the Service Knowledge Management process, including lifecycle controls, content standards, quality assurance, review, recertification, feedback, and retirement.
• Lead KM requirements and adoption for ServiceNow Knowledge enhancements, working with platform and service stakeholders.

Skills

Leadership

English communication

Analytical & reporting skills

Stakeholder management

Global team leadership

Tools

ServiceNow (Knowledge Management)

Job description

EY GDS Poland is seeking a senior Knowledge Management leader to drive global Service Knowledge Management, governance and user experience across the organization. You will translate KM strategy into priorities and oversee day-to-day delivery of knowledge initiatives through a global team.

You will partner with Product Owners and technology stakeholders to improve knowledge quality, reuse, self-service and AI-ready processes, while promoting continuous learning and a culture of knowledge sharing