Develop and own the global Knowledge Management approach for People Services aligned to RR GBS service goals and ServiceNow platform capabilities.
Establish governance models, taxonomies, metadata standards, and lifecycle policies to ensure quality, compliance, and version control.
Create and maintain enterprise-wide knowledge architecture to support AI readiness and interoperability across domains.
AI & GenAI Enablement
Design and implement AI-ready knowledge structures (metadata tagging, contextualization) to enable generative and agentic capabilities.
Partner with Product Owners to deliver curated, validated content for GenAI chatbots.
Apply retrieval-augmented generation (RAG) and prompt-engineering principles to optimize how AI systems interact with enterprise knowledge.
Implement responsible-AI frameworks for content accuracy, privacy, and ethical data usage.
Knowledge Lifecycle Management
Maintain and regularly refresh repositories to ensure content is accurate, relevant, and searchable.
Leverage AI-assisted authoring, summarization, and classification tools to accelerate content lifecycle management.
Drive continuous improvement of findability, deflection, and reuse metrics through analytics and user feedback.
Collaboration & Learning
Participate and contribute to a global community of knowledge owners and SMEs across Finance, HR, Procurement, and IT.
Deliver training and enablement programs on knowledge capture, authoring standards, and AI literacy within the People Services team.
Embed knowledge capture into daily workflows, automation feedback loops, and incident resolution processes.
Performance & Insight
Create & Define KPIs and analytics dashboards to measure content quality, usage, and AI performance (accuracy, hallucination rate, retrieval success).
Produce insight reports to guide continuous improvement and ROI of the knowledge ecosystem.
Required Experience & Skills
4+ years' experience in the HR area, diverse knowledge of service delivery in global organisation / international companies
4+ years' experience in Knowledge Management, Content Strategy, or Information Architecture within a large-scale or GBS organization.
Deep experience with ServiceNow Knowledge Management, semantic search, and AI-enabled content systems.
Exceptional writing, editing, and information-design skills; ability to structure content for both human readability and AI consumption.
Ability to transform unstructured information into structured, tagged, and contextualized datasets for GenAI models.
Skilled in aligning cross-functional stakeholders, engineers, process owners, and service teams, to drive shared outcomes.
Strong facilitation and coaching skills to build knowledge culture and adoption.
What do we offer:
Annual bonus based on financial results and employee performance evaluation.
Employer financed private healthcare at LuxMed for employees. Additional packages can be purchased.
Group life insurance
Subsidy for glasses/contact lenses worn for work, up to the amount of PLN 600 gross, every two years.
Subsidy for extra-curricular activities within the cafeteria system on the myBenefit platform/subsidy for Multisport cards, up to the amount of PLN 100 gross per month.
Internet and electricity allowance for remote work, in the amount of PLN 100 gross per month.
Increased funding for the Employee Capital Plans (PPK) program; Rolls-Royce Sp. z o.o. contributes 3% to this program.
Additional vacation days based on length of se
Benefits
Health insurancePaid time offRemote work optionsPerformance bonus
Additional Information
Job Description
The Knowledge Management Lead
Full time / Hybrid
Cracow, Poland
Why join Rolls‑Royce?
At Rolls‑Royce we are proud to be a business that has truly helped to shape the modern world and are committed to always being a force for progress; powering, protecting and connecting people everywhere.
By joining Rolls‑Royce, you'll have the opportunity to work on world-class solutions, supported by a culture that believes individuality is our greatest strength, and all perspectives, experiences and backgrounds help us innovate and enable our high-performance culture.
The Knowledge Management Lead is responsible for developing, maintaining, and evolving an intelligent, AI-ready knowledge ecosystem that supports service delivery, operational efficiency, and continuous learning for People Services as part of Rolls-Royce Group Business Services (RR GBS).
This role ensures knowledge is captured, structured, and optimized for both human and machine use enabling generative AI, virtual agents, and predictive service experiences for People Services.
As a key enabler of the ServiceNow re-implementation and GBS transformation, the Knowledge Management leader drives the transition from static repositories to dynamic, continuously learning knowledge systems.
Ensure the Knowledge and content is employee friendly, with an ability to increase direct access (self-service), for our employees to access knowledge to solve their query/action.
Rollsroyce · Krakow