Smith & Nephew

Life Unlimited. At Smith+Nephew we design and manufacture technology that takes the limits off living.

At Smith+Nephew we are looking for: Knowledge Manager

The Knowledge Manager plays a critical role in enabling service excellence by driving Knowledge Management practices across the organization. Acting as a process owner and change agent, this role leads the design, implementation, and continuous improvement of knowledge processes that support self-service, reduce demand on operational teams, and enhance the user experience. The Knowledge Manager collaborates with cross-functional teams and stakeholders to embed knowledge best practices into service delivery, aligned with the broader business strategy and the ServiceNow platform roadmap.

What will you be doing?

• Own and drive the Knowledge Management strategy across key support functions (HR, Finance, IT), aligning with enterprise service management principles
• Enhance knowledge processes and workflows by leveraging ServiceNow capabilities and collaborating with cross-functional teams on platform improvements and automation
• Lead and mentor a network of Knowledge Champions, ensuring consistent governance, content quality, and best practice adoption across the organization
• Oversee the creation and lifecycle of self-service knowledge content, optimizing for findability, usability, and impact on the Employee Portal
• Promote a shift-left approach, reducing support volume through high-quality, accessible knowledge and enabling improved self-service experiences
• Monitor performance through KPIs and feedback loops, driving continuous improvement through audits, readiness assessments, and cross-functional reviews

What will you need to be successful?

• 5+ years of experience in Service Management, with hands-on expertise in Knowledge Management and a strong grasp of ITIL principles (Foundation certification required)
• Proven track record with ServiceNow Knowledge Management and Employee Portal functionalities; specialist certification is a strong advantage
• Skilled in process design and continuous improvement, ideally with Lean Six Sigma (Yellow Belt+) or Agile/Scrum certifications
• Analytical and strategic thinker, capable of designing scalable knowledge solutions and leading end-to-end content lifecycle management
• Excellent communicator and facilitator, confident in presenting to stakeholders and influencing across teams and levels
• Customer-focused approach, with a passion for improving self-service experiences and delivering user-friendly content
• Comfortable working in both strategic and hands-on roles, thriving in dynamic environments with evolving service landscapes

You. Unlimited.

We believe in creating the greatest good for society. Our strongest investments are in our people and the patients we serve.

Inclusion, Diversity and Equity: Committed to Welcoming, Celebrating and Thriving on Diversity, Learn more about our Employee Inclusion Groups on our website

Your Future: annual bonus, life insurance, company stock saving plan

Work/Life Balance: paid volunteering hours, flexible approach

Your Wellbeing: private health care with dental care package, multisport card/my benefit platform

Flexibility: possibility of working in hybrid model

Training: Hands-On, Team-Customized, subsidies for language classes, certifications and postgraduate studies

Extra Perks: referral bonus, recognition program, mentoring program

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