Governance and Service Management Expert

Responsibilities

• Drive globally the standardization, accessibility, and continuous improvement of the organization’s Knowledge Management and Service Management frameworks.
• Support the development, continuous enhancement, and implementation of the Knowledge Management framework aligned with business objectives.
• Define governance structures, including documentation standards, templates, taxonomy, metadata, ownership principles, and approval workflows.
• Promote a knowledge-sharing culture and best practices across the organization.
• Coordinate the creation, consistency, and quality assurance of operational documentation (Policies, SOPs, Work Instructions, Guidelines).
• Ensure documentation alignment with process hierarchy and service catalogues.
• Identify and eliminate redundant, obsolete, or duplicate documentation.
• Administer knowledge repositories and document management systems (e.g., SharePoint) while optimizing search mechanisms.
• Implement workflow automation and digital solutions to streamline the documentation lifecycle.
• Collaborate with IT and business stakeholders to enhance user experience and accessibility.
• Monitor Knowledge Management KPIs and report on documentation quality, coverage, and compliance metrics.
• Identify knowledge gaps and drive continuous improvement initiatives to increase efficiency and adoption.
• Support the development and maintenance of the Service Catalogue, ensuring accurate definitions and descriptions.
• Maintain service cards, dependencies, ownership data, and related service portfolio information.
• Collaborate with Global Process Owners (GPOs), SMEs, and GBS Operations Teams to capture and maintain critical knowledge.
• Facilitate workshops and training sessions while providing guidance to document owners and contributors.
• Support onboarding and organizational learning initiatives through effective knowledge enablement.

Requirements

• Bachelor's or Master's degree in Business Administration, Finance, Management, IT, or a related field.
• 3+ years of experience in Knowledge Management, Documentation Management, or Process Management – ideally within a GBS/SSC or multinational environment.
• Strong understanding of documentation frameworks, governance models, information architecture, and metadata.
• Hands‑on experience with SharePoint (or other Document Management Systems) and advanced Excel skills for reporting and data analysis.
• Experience in training delivery and e‑learning content development.
• Strong analytical thinking, excellent attention to detail, and the ability to structure and simplify complex information.
• Strong stakeholder management, collaboration, and teamwork skills.
• Proactive with a strong "can‑do" attitude, customer‑centric approach, and a focus on continuous improvement.
• English business proficiency.
• Nice to have: Knowledge of workflow automation tools, such as Power Automate.