AI-Driven IT Knowledge Manager for Self-Service

Rolls-Royce plc in Derby seeks a Knowledge Manager to own and evolve the enterprise IT Knowledge Strategy, embedding knowledge as a strategic asset across the service value chain and leveraging ServiceNow and AI-enabled tooling to improve first-time fix, shift-left, and self-service outcomes.

The role focuses on defining governance, end-to-end knowledge lifecycle, and driving KCS adoption, with KPIs for FCR, self-service adoption, and knowledge reuse across Incident, Problem and Request