Director of Knowledge Management

The Director of Knowledge Management will lead the strategy, implementation, and governance of an Infrastructure & Security-wide Knowledge Management program.

Requirements

• 10+ years of experience in Knowledge Management, Information Management, or a related discipline
• 3+ years of hands-on experience with ServiceNow Knowledge Management
• 3+ years of expertise in knowledge management frameworks and methodologies (e.g., Knowledge-Centered Service (KCS), ITIL Knowledge Management)
• Proven experience with AI technologies (semantic search, NLP, generative AI) to enhance knowledge discovery and automation
• ITIL v4 Foundation certification (required)
• ServiceNow Certified System Administrator (CSA) and/or ServiceNow Certified Implementation Specialist in ITSM or Knowledge Management
• Content architecture and taxonomy design skills
• Exceptional communication and change leadership abilities
• Project management proficiency
• Analytical mindset and problem-solving skills
• Collaboration in a cross-functional, distributed environment

Benefits

• Affordable medical plan options
• 401(k) plan (including matching company contributions)
• Employee stock purchase plan
• No-cost programs for all colleagues including wellness screenings, tobacco cessation and weight management programs, confidential counseling and financial coaching
• Paid time off
• Flexible work schedules
• Family leave
• Dependent care resources
• Colleague assistance programs
• Tuition assistance
• Retiree medical access