Staff, Enterprise Knowledge Product Manager

Job Description

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The Staff, Enterprise Knowledge Manager will play a pivotal role in managing and optimizing the knowledge management processes within the Enterprise Service Management Office (ESMO) organization and will be will be responsible for structuring knowledge across various departments beyond IT, such as HR and P2P, to ensure consistency and accessibility across the enterprise. This role will require the creation of distinct knowledge bases for different functional areas like Enterprise Systems and Engineering. This position is based in A tlanta and is resp onsible for ensuring the effective capture, organization, and dissemination of knowledge to enhance service delivery , operational efficiency , and knowledge base accuracy . The role requires a deep understanding of ServiceNow and Knowledge Management principles and practices, as well as the ability to drive strategic initiatives that improve knowledge management practices.
Key responsibilities include managing knowledge management processes, optimizing knowledge dissemination, and collaborating with stakeholders to ensure successful implementation of knowledge management initiatives.
Your Role Accountabilities...
KNOWLEDGE MANAGEMENT STRATEGY (30%)
• Develop and implement knowledge management strategies that align with the organization's transformation goals.
• Maintain an enterprise-wide perspective of knowledge management, including, but not limited to, IT, HR , and P2P .
• Structure knowledge across various departments beyond IT, such as HR and P2P, to ensure consistency and accessibility across the enterprise.
• Implement processes and systems that consider the need for distinct knowledge bases for different functional areas across the enterprise, like Enterprise Systems and Engineering.
• Lead organizing knowledge on knowledge areas rather than organizational structure
• Oversee the development and maintenance of knowledge management roadmaps.
• Collaborate with senior leadership to define the strategic direction of knowledge management operations.
• Identify and evaluate emerging technologies to drive innovation within the knowledge management process , including AI, AI chatbots, self-service, and emerging technologies.
PROCESS OPTIMIZATION ( 25 %)
• Own the approach of knowledge management to service multiple self-service knowledge bases and establish a unified approach.
• Analyze and optimize knowledge management processes to improve efficiency and service delivery.
• Establish and own the process to ensure knowledge articles are accurate and adhere to formatting standards, especially for AI tools.
• Identify opportunities for automation and process improvements within the knowledge management framework.
• Develop and implement best practices for knowledge management processes and procedures.
• Ensure alignment of knowledge management processes with overall business objectives and strategies.
STAKEHOLDER ENGAGEMENT (20%)
• Own stakeholder engagement for knowledge base audits, ensuring team members & stakeholders are accountable and maintaining knowledge bases & articles.
• Build and maintain strong relationships with key stakeholders, including IT, business units, and external partners.
• Facilitate communication and collaboration between stakeholders to ensure alignment on knowledge management initiatives.
• Act as a liaison between technical teams and business users to translate requirements and ensure successful implementation of knowledge management projects.
• Provide regular updates and reports to senior leadership on the progress of knowledge management initiatives.
• Collaborates with Learning & Development Team for smooth onboarding of new teams, and ensures all related process training materials align with process governance and policies in place.
CONTINUOUS IMPROVEMENT (2 5 %)
• Identify opportunities for continuous improvement within the knowledge management framework.
• Lead initiatives to enhance the efficiency and effectiveness of knowledge management practices.
• Own the evolution of WBD's knowledge management to focus on enterprise knowledge strategic oversight and process improvement.
• Encourage adaptability and process flexibility to accommodate evolving project needs.
• Stay current with industry trends and emerging technologies to drive innovation of, assist , and streamline knowledge management.
• Foster a culture of continuous improvement and innovation within the knowledge management team.

Qualifications & Experiences...
• 8 + years of experience in IT Service Management or related fields, including 5+ years of experience in project management and technical application support .
• Proven track record of managing and delivering knowledge management operations across multiple departments and/or organizations .
• Experience with ServiceNow and other ITSM tools and platforms.
• Strong problem-solving skills and the ability to optimize complex processes.
• Excellent communication and collaboration skills, with the ability to work effectively with cross-functional teams.
• Bachelor's degree in Information Technology , Business Administration, or a related field.
Not Required but preferred experience:
• ITIL certification or equivalent.
• Familiarity with the media and entertainment industries or experience in a global organization.

Championing Inclusion at WBD
Warner Bros. Discovery embraces the opportunity to build a workforce that reflects a wide array of perspectives, backgrounds and experiences. Being an equal opportunity employer means that we take seriously our responsibility to consider qualified candidates on the basis of merit, without regard to race, color, religion, national origin, gender, sexual orientation, gender identity or expression, age, mental or physical disability, and genetic information, marital status, citizenship status, military status, protected veteran status or any other category protected by law.
If you're a qualified candidate with a disability and you require adjustments or accommodations during the job application and/or recruitment process, please visit our accessibility page for instructions to submit your request.

Jobcode: Reference SBJ-1289ym-216-73-216-86-42 in your application.