Knowledge Management Senior Analyst

Role Purpose:This position is accountable for: Oversee and enhance the ServiceNOW Knowledge Database to ensure a smoothand 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 developmentacross Reckitt. Content enablement across digital channels:Facilitate the creation and distribution of accurate, engaging content for digitalplatforms, including AI Agents. Governance and change control:Maintain effective governance processes and change control mechanisms toensure content integrity and compliance. Promote the ServiceNOW Knowledge Base content across ReckittScope: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 anddata insights. Promote a culture of knowledge sharing across functions.SkillsExperience 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)