Sr Manager, Knowledge Management

CVS Health

5d•$67,900 - $199,144

About The Position

We are seeking a visionary and strategic Enterprise Knowledge Management (KM) Leader to drive our KM strategy and roadmap across all IT domains. In this role, you will champion a collaborative, "knowledge-first" culture across IT Services, breaking down information silos between ITSM, SRE, CloudOps, Network, and DBA teams. By implementing a "shift-left" strategy, you will be instrumental in increasing self-service capabilities and reducing Mean Time to Resolution (MTTR) across the organization. The ideal candidate is a blend of a diplomatic change agent and a tech-fluent process champion. You will be responsible for embedding knowledge capture into daily engineering workflows, consolidating fragmented knowledge bases into a central ITSM platform (e.g., ServiceNow), and chairing a cross-functional Knowledge Governance Board. A key focus of this role will be integrating Knowledge Management with CMDB processes to ensure technical documentation is accurately mapped to Configuration Items (CIs), using both data-driven metrics and innovative technologies like generative AI to enhance discovery.

Requirements

7 years of experience scaling Knowledge Management within complex Infrastructure & Operations (I&O) environments.
Experience managing enterprise ITSM knowledge platforms (e.g ServiceNow), including hands-on experience leveraging CMDB for impact analysis and article mapping.
Deep expertise in Knowledge-Centered Service (KCS), ITIL frameworks, and Configuration Management best practices.
Strong background in designing technical taxonomies, metadata, and establishing unified content policies and lifecycles.
Proven track record as a data-driven, process-oriented leader who can use metrics (deflection rates, search gaps) to prove ROI, while diplomatically uniting highly technical, distinct teams.

Nice To Haves

ITIL v4, KCS v6, or ServiceNow certifications (such as Certified System Administrator [CSA], CIS-ITSM, or CIS-Discovery/Service Mapping).
Demonstrated experience in Agile methodologies or ITIL-driven project management.
Direct experience in implementing the Common Service Data Model (CSDM) framework.
Experience or strong interest in leveraging automation and modern tools, including generative AI, to enhance knowledge discovery.

Responsibilities

Drive KM strategy and roadmap across all IT domains.
Champion a collaborative, "knowledge-first" culture across IT Services.
Break down information silos between ITSM, SRE, CloudOps, Network, and DBA teams.
Implement a "shift-left" strategy to increase self-service capabilities and reduce MTTR.
Embed knowledge capture into daily engineering workflows.
Consolidate fragmented knowledge bases into a central ITSM platform (e.g., ServiceNow).
Chair a cross-functional Knowledge Governance Board.
Integrate Knowledge Management with CMDB processes.
Use data-driven metrics and innovative technologies like generative AI to enhance discovery.