This position is accountable for:

 Oversee and enhance the ServiceNOW Knowledge Database to ensure a smooth and effective user experience.
 Ensuring knowledge accessibility and organisation:
Guarantee that all knowledge resources are well-organised, easily accessible, and consistently updated to support continuous learning and development across Reckitt.
 Content enablement across digital channels:
Facilitate the creation and distribution of accurate, engaging content for digital platforms, including AI Agents.
 Governance and change control:
Maintain effective governance processes and change control mechanisms to ensure content integrity and compliance.
 Promote the ServiceNOW Knowledge Base content across Reckitt

You will:

 Manage and optimise the ServiceNOW Knowledge Database, including content deployment, user access, and long-term roadmap planning.
 Recommend content updates to enhance user experience and support digital engagement and operational efficiency.
 Analyse knowledge base and virtual agent data to identify trends and improvement opportunities.
 Create and maintain clear, accurate, and brand-aligned knowledge articles for agents and internal stakeholders.
 Develop and manage online training materials aligned with Reckitt standards.
 Collaborate with leadership and training teams to assess needs and co-create relevant learning content.
 Continuously optimise content and system features based on user feedback and data insights.
 Promote a culture of knowledge sharing across functions.

Skills

Experience required:

 Proven experience in knowledge management in ServiceNow
 Strong proficiency with KMS platforms and e-learning technologies
 Analytical skills for monitoring and improving knowledge base performance.
 Excellent written communication, with ability to craft clear, concise, and engaging content aligned to Reckitt tone of voice.
 Experience in developing content and training materials.
 Collaborative mindset with ability to work cross-functionally across multiple teams.
Highly proficient command of English
 Certification in knowledge management or related fields (preferable)

Senior Knowledge Specialist

Link Group