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)