Knowledge Management Process Owner

Rolls-Royce • Full-time • Krakow (PL-KR), Poland • 14h ago

Job Description

Why join Rolls-Royce?

At Rolls-Royce we are proud to be a business that has truly helped to shape the modern world and are committed to always being a force for progress; powering, protecting and connecting people everywhere.

By joining Rolls-Royce, you'll have the opportunity to work on world-class solutions, supported by a culture that believes individuality is our greatest strength, and all perspectives, experiences and backgrounds help us innovate and enable our high-performance culture.

Job summary:

The Knowledge Management Process Owner is responsible for developing, maintaining, and evolving an intelligent, AI-ready knowledge ecosystem that supports service delivery, operational efficiency, and continuous learning across Rolls-Royce Group Business Services (RR GBS).

This role ensures knowledge is captured, structured, and optimized for both human and machine use enabling generative AI, virtual agents, and predictive service experiences across all service lines.

As a key enabler of the ServiceNow re-implementation and GBS transformation, the Knowledge Manager drives the transition from static repositories to dynamic, continuously learning knowledge systems.

What You will be doing:

Develop and own the global Knowledge Management strategy aligned to RR GBS service goals and ServiceNow platform capabilities.
Establish governance models, taxonomies, metadata standards, and lifecycle policies to ensure quality, compliance, and version control.
Create and maintain enterprise-wide knowledge architecture to support AI readiness and interoperability across domains.
Design and implement AI-ready knowledge structures (metadata tagging, contextualization) to enable generative and agentic capabilities.
Partner with Product Owners to deliver curated, validated content for GenAI chatbots.
Apply retrieval-augmented generation (RAG) and prompt-engineering principles to optimize how AI systems interact with enterprise knowledge.
Maintain and regularly refresh repositories to ensure content is accurate, relevant, and searchable.
Leverage AI-assisted authoring, summarization, and classification tools to accelerate content lifecycle management.
Drive continuous improvement of findability, deflection, and reuse metrics through analytics and user feedback.
Build and lead a global community of knowledge owners and SMEs across Finance, HR, Procurement, and IT.
Deliver training and enablement programs on knowledge capture, authoring standards, and AI literacy.
Embed knowledge capture into daily workflows, automation feedback loops, and incident resolution processes.
Define KPIs and analytics dashboards to measure content quality, usage, and AI performance (accuracy, hallucination rate, retrieval success).
Produce insight reports to guide continuous improvement and ROI of the knowledge ecosystem.

Position qualifications:

3+ years’ experience in Knowledge Management, Content Strategy, or Information Architecture within a large-scale or GBS organization.
Deep experience with ServiceNow Knowledge Management, semantic search, and AI-enabled content systems.
Exceptional writing, editing, and information-design skills; ability to structure content for both human readability and AI consumption.
Ability to transform unstructured information into structured, tagged, and contextualized datasets for GenAI models.
Skilled in aligning cross-functional stakeholders, engineers, process owners, and service teams, to drive shared outcomes.
Strong facilitation and coaching skills to build knowledge culture and adoption.

What do we offer:

Private healthcare and group life insurance
Annual bonus
myBenefit platform/subsidy for Multisport cards
Internet and electricity allowance for remote work
Increased funding for the Employee Capital Plans (PPK) program; Rolls-Royce Sp. z o.o. contributes 3% to this program
Additional vacation days based on length of service with the employer
Hybrid work model (2 days in the office / 3 days from home)
Flexible start time between 7:00 AM and 9:00 AM
Work in a modern office located in the Krakow centre – the Unity Tower (ul. Lubomirskiego 20)