Deputy Director - Knowledge Management Portfolio Manager

Overview

The Knowledge Management Portfolio Analyst supports the planning, governance, prioritization and execution of the enterprise Knowledge Management portfolio. This role works closely with Product Owners, Technology teams, Content Management, Insights & Analytics, Change Management, and business stakeholders to ensure KM initiatives are aligned to strategic priorities, effectively managed, and deliver measurable business value.

The position serves as a key member of the Knowledge Management Center of Excellence (KM COE), driving portfolio governance, demand management, roadmap planning, reporting and continuous improvement activities across the KM ecosystem.

Responsibilities

• Bachelor’s degree (or equivalent experience); advanced degree preferred.
• 10+ years of hands-on experience in Knowledge Management or Service Management tools (e.g., ServiceNow)
• Strong understanding of KM processes, governance, and content lifecycle management
• Experience working with enterprise tools such as ServiceNow or similar platforms (functional level)
• Proven experience in stakeholder management and cross-functional collaboration
• Strong communication, facilitation, and problem-solving skills
• Deep working knowledge of ServiceNow, Knowledge Management, Azure DevOps and structured problem solving

Qualifications

• Strong business analysis and requirements gathering skills
• Bachelor’s degree in industrial engineering, computer science or similar areas
• 10+ years of hands-on experience in Knowledge Management or governance management tools
• Strong understanding of KM processes, governance, and content lifecycle management
• Experience working with enterprise tools such as ServiceNow or similar platforms (functional level)
• Proven experience in stakeholder management and cross-functional collaboration
• Strong communication, facilitation, and problem-solving skills
• Deep working knowledge of ServiceNow, Knowledge Management, Azure DevOps is preferredExperience with structured problem solving and/or LSS certification (Kaizen, belted award) is a plus