McDonald's

Runs and franchises fast-food restaurants

Sr Manager – Gen AI Enablement Lead - Knowledge Management

Enterprise ApplicationsUpdated on Nov 14

Full-timeHyderabad, Telangana, IndiaNo salary listedIn-person

About the Job

Requirements

A bachelor's degree is required.
A minimum of 11–15 years of work experience is mandatory.
Six to eight years of experience in knowledge management, content strategy, or service delivery support within a global or shared services environment is required.
Hands-on experience managing content within ServiceNow Knowledge Management or similar enterprise platforms is required.
Hands-on experience with generative AI or AI-assisted knowledge use cases, including design, enablement, or governance, is required.
Ability to translate strategy into executable roadmaps is required.
Clear written and verbal communication skills are required.
Ability to stay organized, act proactively, and operate in a fast-paced environment is required.

Responsibilities

Lead the knowledge management design of a Single Golden Knowledge Instance using ServiceNow and Moveworks capabilities.
Partner with platform teams on workflows, access control lists, search optimization, and findability.
Lead content recertification and audit programs before migration or major releases.
Define and execute the generative AI strategy for knowledge management, including AI-assisted content creation, summarization, and improvement; AI-powered search, recommendations, and conversational experiences; and knowledge augmentation for agents and self-service channels.
Lead large-scale knowledge management reset initiatives, particularly where knowledge management was vendor-managed.
Lead the content library and publishing workflow within Employee Center and Moveworks.

Desired Qualifications

Understanding of Moveworks and knowledge graphs is desirable.
Practical experience enabling AI-driven knowledge discovery and creation is desirable.

About McDonald’s:

One of the world’s largest employers with locations in more than 100 countries, McDonald’s Corporation has corporate opportunities in Hyderabad. Our global offices serve as dynamic innovation and operations hubs, designed to expand McDonald's global talent base and in-house expertise. Our new office in Hyderabad will bring together knowledge across business, technology, analytics, and AI, accelerating our ability to deliver impactful solutions for the business and our customers across the globe.

Job Overview

We are seeking a Sr Manager Knowledge Management responsible for designing, standardizing, and scaling enterprise knowledge experiences while enabling AI‑driven knowledge creation, discovery, and reuse. This role leads the transformation knowledge ecosystems to AI‑ready, and governed knowledge platform, with a strong focus on ServiceNow Knowledge Management and GenAI capabilities.

This role requires a strong attention to detail and cross-functional collaboration to support knowledge management needs across various facets of the organization. The Knowledge Manager will focus on operational knowledge execution, including content creation, lifecycle management, and alignment to service changes, while ensuring knowledge supports effective service delivery, self‑service, and consistent employee experience.

Responsibilities

Lead the KM design of Single Golden Knowledge Instance leveraging the latest ServiceNow/Moverworks capabilities
Partner with platform teams on workflow, access (ACL), Search optimization and findability
Lead content recertification and audit programs prior to migration or major releases
Define and execute the GenAI strategy for KM, including:
- AI‑assisted content creation, summarization, and improvement
- AI‑powered search, recommendations, and conversational experiences
- Knowledge augmentation for agents and self‑service channels
Lead large‑scale KM reset initiatives, especially where KM was vendor‑managed
Knowledge augmentation for agents and self‑service channels
Lead the content library and publishing workflow withing employee center and moveworks
Understanding of Moveworks would be good to have along with knowledge graph
Practical experience enabling AI‑driven knowledge discovery and creation.

Qualifications

Bachelor’s degree required.
6 –8 years of experience in knowledge management, content strategy, or service delivery support within a global or shared services environment.
11 - 15 years of minimum work experience is mandatory
Hands‑on experience managing content within ServiceNow Knowledge Management or similar enterprise platforms.
Hands‑on experience with GenAI or AI‑assisted knowledge use cases (design, enablement, or governance)
Ability to translate strategy into executable roadmaps.
Clear written and verbal communication skills.
Highly organized, proactive, and comfortable operating in a fast‑paced environment

McDonald’s is the world’s leading global foodservice retailer with over 40,000 locations in over 100 countries. Approximately 95% of McDonald’s restaurants worldwide are owned and operated by independent local business owners. At McDonald’s, we lead through our values centered on inclusivity, service, integrity, community, and family. Here is your chance to get in on something special as we grow our corporate team in India and allow you to grow your career.

About the Company

McDonald's

Runs and franchises fast-food restaurants

McDonald's runs and franchises quick-service restaurants for customers seeking burgers, chicken, fries, breakfast food and coffee. Its menu includes the Big Mac and Chicken McNuggets, while customers order at counters, drive-throughs, self-service kiosks and through its mobile app. Independent operators run most locations under agreements that license the brand and restaurant system. The corporation earns money from its own restaurant sales and from franchise royalties, rent and initial fees, with conventional franchise sites supported by property it owns or leases. The modern business dates to Ray Kroc's McDonald's System in 1955 and is headquartered in Chicago, Illinois.

Company size: 10,001+
Company stage: IPO
Headquarters: Chicago, IL
Founded: 1955

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