Senior Manager, Knowledge Management
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Job Description
Enterprise Knowledge Management Leader at CVS Health driving KM strategy and enhancing self-service capabilities. Championing a knowledge-first culture and integrating knowledge management with IT processes.
Responsibilities:
- drive KM strategy and roadmap across all IT domains
- champion a collaborative, "knowledge-first" culture across IT Services
- implement a "shift-left" strategy to increase self-service capabilities
- embed knowledge capture into daily engineering workflows
- consolidate fragmented knowledge bases into a central ITSM platform
- chair a cross-functional Knowledge Governance Board
- integrate Knowledge Management with CMDB processes to ensure technical documentation is accurately mapped to Configuration Items (CIs)
Requirements:
- 7 years of experience scaling Knowledge Management within complex Infrastructure & Operations (I&O) environments.
- Experience managing enterprise ITSM knowledge platforms (e.g ServiceNow), including hands-on experience leveraging CMDB for impact analysis and article mapping.
- Deep expertise in Knowledge-Centered Service (KCS), ITIL frameworks, and Configuration Management best practices.
- Strong background in designing technical taxonomies, metadata, and establishing unified content policies and lifecycles.
- Proven track record as a data-driven, process-oriented leader who can use metrics (deflection rates, search gaps) to prove ROI, while diplomatically uniting highly technical, distinct teams.
Benefits:
- medical, dental, and vision coverage
- paid time off
- retirement savings options
- wellness programs
- other resources, based on eligibility
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