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)