Knowledge Service Manager (m/f/d)

Siemens Global Business Services (GBS) enables Siemens units worldwide and external customers to accelerate their business transformation into a sustainable and digital future. Our portfolio comprises services driven by expertise and the latest technology – with a strong focus on innovation and digitalization in areas like Finances, Business Administration, Human Resources, Procurement, Sales and After-Sales. In our GBS Western Europe and Africa Hub we are already more than 1500 connected people, from over 50 different nationalities spread across 14 countries. If you value diversity and innovation, you’ll feel right at home here! Discover our purpose, culture, and what makes GBS unique! Check out here! GBS Delivery Management (DM) runs and maintains the operating system in Siemens Global Business Services, driving operational excellence to achieve efficiency, quality, innovation and harmonization across all our service deliveries. Are you ready to be part of the change? Come join us! Your mission will be… 1. Knowledge Management Strategy \& Governance Define and operationalize the Knowledge Management (KM) framework aligned with Enterprise Service Management (ESM) program and business objectives; * Establish governance models (ownership, lifecycle, approval workflows, archiving); * Ensure alignment with frameworks such as ITIL Knowledge Management practices; * Define standards for article structure, taxonomy, metadata, and tagging. 2. ServiceNow Knowledge Implementation Lead and coordinate the rollout of Knowledge Management within ServiceNow * Configure and optimize Knowledge Base (KB) modules, workflows, and user roles * Collaborate with platform teams to ensure proper integration of Knowledge articles with other ESM Modules, such as Case Management, Problem, Continuous Improvement, etc * Identify automation possibilities and/or leveraging AI capabilities towards the Knowledge Module. 3. Content Lifecycle Management Define and manage the end-to-end lifecycle of knowledge articles considering: * + Creation + Review \& approval + Publishing + Maintenance \& continuous improvement + Retirement * Ensure content quality, consistency, and usability across regions and teams; * Implement templates and style guides for standardized content. *4. Analytics \& Continuous Improvement Coordinate the definition and lease the implementation of relevant Knowledge Articles KPI's, such as: * + Article creation and usage + Case deflection rate + User feedback \& ratings + Contribution levels * Support the identification knowledge gaps using ticket/case; * Drive continuous improvement initiatives based on insights and data. 5. Stakeholder Management \& Enablement Collaborate with global, regional, and local stakeholders across IT and business functions; * Act as the central point of contact for Knowledge Management topics; * Facilitate workshops and training sessions to drive adoption; * Promote a knowledge-sharing culture across the organization. 6. Change Management \& Adoption Drive change management activities to embed KM practices into daily operations; * Develop communication plans and awareness campaigns; * Support teams in transitioning from tacit to documented knowledge; * Implement reward and recognition mechanisms for contributors. *We are looking for someone with… Required Experience 5+ years of experience in: * + Knowledge Management, IT Service Management, or Service Operations * Proven experience implementing or managing Knowledge Management in ServiceNow; * Strong understanding of ITIL (preferably ITIL v4) practices; * Experience with ticketing/case management tools and service operations environments; * Demonstrated experience working in global or multi-regional organizations; * Experience in data analysis and KPI-driven performance improvement. Education \& Certifications Bachelor’s degree in: * + Information Technology, Business Administration, Engineering, or related field. * Preferred certifications: * + ITIL Foundation (or higher); + IT Service Management related certification; + ServiceNow Certified System Administrator (CSA); + ServiceNow Knowledge Management. Technical \& Functional Skills Strong understanding of Knowledge Management frameworks and best practices; * ServiceNow platform configuration and process knowledge; * Data analysis and reporting (KPIs, dashboards); * Process design and optimization. *Soft Skills Excellent stakeholder management and communication skills; * Ability to work in a cross-cultural, global environment; * Strong facilitation and training capabilities; * Change management and influencing skills. Nice to Have Experience with AI-powered knowledge tools (Virtual Agents, search optimization); * Familiarity with Agile or DevOps environments; * Experience in setting up Knowledge-Centered Service (KCS) practices. What We Offer: *Belong \& Innovate: Work in diverse teams where every idea matters and innovation grows through collaboration and trust. * Flexibility that Works: Hybrid model, flexible hours, and a home office budget — because balance fuels performance. * Health \& Well-being: Comprehensive health insurance, mental health support, and active sports communities to keep you feeling your best. * Grow Without Limits: Access world-class learning platforms, mentoring, and continuous development opportunities. * Purpose \& Perks: Contribute to sustainability and volunteer initiatives, enjoy partner discounts, and take advantage of our convenient shuttle service. Please attach your CV in English to your application. Create a better #TomorrowWithUs #SiemensSiemens is deeply committed to fostering a diverse and inclusive environment. We are proud to be an equal opportunity employer and strongly encourage applications from a wide array of talented individuals!