Knowledge Base Manager

We are seeking applicants for a new role of 'Knowledge Base Manager – Staff Hub' to lead the establishment of a university-wide knowledge management capability.

This pivotal role sits within the Staff Hub workstream of the Professional Services Development Programme, and is offered on a secondment basis until 31st December 2027, with responsibility for designing and embedding a single, trusted source of knowledge using the ServiceNow Next Generation platform.

What you'll be doing:

You will play a key role in transforming how knowledge is created, governed, and used across the University, improving self-service, enhancing user experience, and supporting a scalable, data-driven and AI-enabled service, you will develop and implement a modern, user‑focused knowledge management approach across the University. This will include defining a clear framework, standards, and lifecycle processes for knowledge, as well as building a Knowledge Community of Practice to embed consistent ways of working. You will design and deliver an AI‑enabled Knowledge Base in ServiceNow, shaping its structure, taxonomy, ownership, and governance to ensure it supports self‑service, automation, and ongoing improvement. You will also carry out a comprehensive audit of existing knowledge across platforms, identifying duplication, gaps, and outdated information, and prioritising content for migration into a single, trusted source. 

Alongside this, you will work closely with stakeholders across the institution to develop clear, accessible, and user‑centred content, facilitating workshops and supporting teams to adopt agreed standards and processes. You will establish robust governance and quality assurance arrangements, using data, insight, and user feedback to continuously improve the effectiveness and maturity of the knowledge base. A key part of the role will be promoting a culture of knowledge sharing and continuous learning, ensuring knowledge is actively managed, maintained, and aligned with organisational priorities. 

What we're looking for:

Essential experience and skills:

• Proven ability to create clear, user-focused content that simplifies complex information
• Experience in knowledge management, content design, or information architecture
• Strong analytical skills and ability to use data to drive improvements
• Experience producing structured documentation (processes, procedures, workflows)
• Excellent communication skills across technical and non-technical audiences
• Ability to build strong stakeholder relationships and influence change
• Understanding of accessibility and usability standards 

Desirable:

• Experience with ServiceNow, knowledge bases, or service portals
• Background in higher education or large, complex organisations
• Familiarity with analytics tools (e.g. Power BI)
• Experience in process improvement or project delivery

Additional information

• Secondment to Staff Hub workstream of Professional Services Development Programme 
• Hybrid working with flexibility required around exact days / locations including all University campuses and buildings
• The role may require handling sensitive information with confidentiality

Interested?

If you are passionate about improving user experience, creating accessible content, and driving organisational change through knowledge and data, we would love to hear from you. If you would like to discuss this role in more detail please contact Helen White, Associate Director Staff Hubs via Teams.

Further details:

• Job Description and Person Specification

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