Knowledge Manager Lead (ITSM)

As Knowledge Manager Lead (ITSM), you will lead knowledge management across WTW as the process owner and central source of guidance, shaping how colleagues find answers and how our AI-powered self-service learns. You will own the knowledge process, governance framework, and operating model end to end, set standards that keep content accurate, searchable, and AI-ready, and use ServiceNow and WTW AI tooling data to prioritize and drive improvements. You will partner with stakeholders across the organization and represent knowledge in ITSM governance and leadership forums.
This role suits someone who wants to build on an established process by maturing it and strengthening how it is measured. Success means trusted content that colleagues find on the first try, a named owner for every article, fewer avoidable Service Desk calls, and measurable gains in knowledge coverage, effectiveness, and maturity.

What you will gain:

• Enterprise-wide impact: Lead an established knowledge management process that supports colleagues across a global organization.
• Executive visibility: Represent knowledge in ITSM and leadership forums, building your profile with senior stakeholders.
• A hand in the future of IT support: Shape how AI-powered self-service uses knowledge, improving how thousands of colleagues get help every day.
• Room to grow: Mature a proven process, strengthen how it is measured, and build a career in a large, fast-evolving technology function.

Working arrangement: 
This is a hybrid role.

You might be a great fit if you enjoy turning data into practical improvements, influencing without direct authority, and presenting a clear story to senior stakeholders.
If you want your work to change how colleagues get help from IT every day, we would like to hear from you.

Daily Activities:

• Lead the knowledge lifecycle: validate, publish, review, recertify and retire content, holding owners accountable for currency.
• Analyze and create reporting for ServiceNow and WTW AI tooling data (search results, unresolved queries, feedback, usage) to find knowledge gaps.
• Prioritize improvements by user demand, business impact, operational risk and content effectiveness.
• Turn gaps into tracked improvement activities through ServiceNow requests and continual improvement records (RITM/CIM), with clear owners, plans and escalation.
• Work with service owners, SMEs, Service Desk and technology teams to create and improve content.
• Review article quality against standards, improving discoverability and AI readiness.
• Define and track KPIs and dashboards, and report insights and progress to leadership.
• Look for ways to automate quality checks, lifecycle management and gap detection, and coach teams in good knowledge practice

Business Value:

• Better self-service: accurate, AI-ready knowledge lets colleagues resolve issues themselves, reducing avoidable Service Desk contact.
• Faster resolution: current, trusted content supports Service Desk and technical teams, including during major incidents.
• Smarter investment: data-driven prioritization directs effort to the gaps with the greatest business impact and risk.
• Trust and accountability: clear ownership and recertification keep content reliable and reduce outdated guidance.
• Continual improvement: a maturing process, stronger measurement and automation drive measurable progress and greater self-service over time.

The Role:

• Knowledge Strategy and Governance: Own and continuously improve the IT knowledge management process, governance framework and operating model.
• Lifecycle and Standards: Run the end-to-end knowledge lifecycle and set standards so content is accurate, searchable, user-focused and ready for self-service and AI-powered experiences.
• Insight and Prioritization: Define KPIs, analyze ServiceNow and WTW AI tooling data, and lead prioritization of improvements by demand, impact, risk and effectiveness.
• Maturity and Measurement: Assess and improve the knowledge management maturity score against an agreed maturity model, setting targets, enhancing the measures behind it and reporting progress.
• Improvement Delivery: Turn gaps into tracked improvement activity with clear owners, remediation plans and escalation, using ServiceNow requests and continual improvement records.
• Ownership and Partnership: Hold content owners accountable and partner with service owners, SMEs, Service Desk and technology teams to close content and self-service gaps.
• Process Ownership and Guidance: Work with other knowledge teams across WTW to understand how they are evolving knowledge, and act as the central source of guidance as the knowledge management process owner.
• AI Readiness and Automation: Improve discoverability and AI readiness, and automate quality, lifecycle, gap detection and governance activity.
• Reporting and Enablement: Build dashboards that show improvement over time, and keep policies, guidance and training up to date so teams apply knowledge practice consistently.
• Leadership and Representation: As part of Service Quality & Experience, lead knowledge effectiveness and improvement, represent knowledge in ITSM governance, operational, continual improvement and leadership forums, and mature the process and its measurement to continually improve the service and promote self-service.
   

Essential:

• ITIL Foundation certification (mandatory).
• Proven experience leading or owning knowledge management in an ITSM environment, including a process or governance framework.
• Hands-on ServiceNow Knowledge Management experience, with advanced Excel and ServiceNow reporting skills to build reports and dashboards independently.
• Strong data analysis skills, turning usage, search and feedback data into prioritized actions.
• Understanding of how content quality affects AI-powered self-service and virtual agents.
• Strong stakeholder influence: able to drive accountability across service owners, SMEs and technology teams, and to represent knowledge in leadership forums.
• Strong presentation skills, able to present data, insight and recommendations clearly and persuasively to senior stakeholders and leadership forums.

• Strong written communication skills and attention to detail.

   

Preferred:

• Experience managing improvement activity through ServiceNow requests and continual improvement records.
• Experience maturing an established process and enhancing its measurement to drive continual improvement.
• Experience identifying and implementing automation opportunities.
• Experience coaching or leading others in knowledge or service improvement practice.

WTW is an Equal Opportunity Employer