Knowledge Management Senior Analyst

Role Purpose: This position is accountable for:  Oversee and enhance the ServiceNOW Knowledge Database to ensure a smooth and effective user experience.  Ensuring knowledge accessibility and organisation: Guarantee that all knowledge resources are well-organised, easily accessible, and consistently updated to support continuous learning and development across Reckitt.  Content enablement across digital channels: Facilitate the creation and distribution of accurate, engaging content for digital platforms, including AI Agents.  Governance and change control: Maintain effective governance processes and change control mechanisms to ensure content integrity and compliance.  Promote the ServiceNOW Knowledge Base content across Reckitt Scope: • Reporting to the IT&D Senior Analyst, ACM Lead, you will: •  Manage and optimise the ServiceNOW Knowledge Database, including content deployment, user access, and long-term roadmap planning. •  Recommend content updates to enhance user experience and support digital engagement and operational efficiency. •  Analyse knowledge base and virtual agent data to identify trends and improvement opportunities. •  Create and maintain clear, accurate, and brand-aligned knowledge articles for agents and internal stakeholders. •  Develop and manage online training materials aligned with Reckitt standards. •  Collaborate with leadership and training teams to assess needs and co-create relevant learning content.  Continuously optimise content and system features based on user feedback and data insights.  Promote a culture of knowledge sharing across functions. Skills Experience required: •  Proven experience in knowledge management in ServiceNow •  Strong proficiency with KMS platforms and e-learning technologies •  Analytical skills for monitoring and improving knowledge base performance. •  Excellent written communication, with ability to craft clear, concise, and engaging content aligned to Reckitt tone of voice. •  Experience in developing content and training materials. •  Collaborative mindset with ability to work cross-functionally across multiple teams. Highly proficient command of English  Certification in knowledge management or related fields (preferable)