ServiceNow Knowledge Manager

Lundbeck is embarking on an exciting journey with ServiceNow, currently in the final stages of implementation. To help us deliver to our vision and ambition, we are looking for a forward-thinking ServiceNow Knowledge Manager to oversee the creation, management, and optimization of our knowledge base within the ServiceNow platform. By joining our Team, you will have the unique opportunity to contribute to our service excellence and user experience journey.

If it sounds like you, why don’t you join Lundbeck in Krakow, a certified Great Place to Work in, and get your brain in the game? 

Your new role – why is this a great opportunity?

• Develop, maintain, and continuously improve the knowledge base, ensuring content is accurate, relevant, and easily accessible.
• Collaborate with subject matter experts, across all support functions, to create high-quality knowledge articles, guides, and documentation.
• Drive activities focused on improving user experience and service excellence by driving cross-functional self-service improvement agenda
• Provide training and support to teams on knowledge contribution standards and self-service capabilities.
• Identify gaps in knowledge management processes and implement improvements to enhance efficiency and user experience and drive end user self-service agenda.
• Analyze knowledge trends and metrics to measure the effectiveness of the knowledge base and identify areas for improvement.
• Facilitate regular knowledge review sessions with stakeholders to ensure continuous improvement and alignment with business needs.
• Ensure that knowledge management practices comply with organizational policies and industry standards.
• Support activities related to release cycles from ServiceNow in the area of Knowledge Management

Your future team

As part of IT Platform Support, you will be an integral part of GBS IT organisation, working closely with Colleagues and Partners from Global IT and other Corporate Functions. If you are a Self-starter with a strong sense of curiosity and a passion for learning and innovation, this is the place for You

What you bring to the team

• Proficiency and proven experience with Knowledge Management process (3 + years), preferably with ServiceNow
• Experience in support models and processes, building documentation and knowledge in working with third parties
• Strong understanding of ITIL processes
• Demonstrated comprehensive knowledge of data analysis and communications tools including Excel and Power Point
• English: C1
• Strong interpersonal and communication skills, including stakeholder management;
• Mature attitude towards challenges and problem solving - being able to work with limited guidance and able to determine information needed to resolve more complex issues, manage pressure effectively and cope well with setbacks
• Being able to work to tight deadlines and with switching priorities
• Proactive and creative in terms of improving ways of working
• Self-starter, curious and passionate
• Ability and desire to translate complex technical concepts to individuals at all levels of the business.
• Able to work independently and efficiently in multinational & virtual teams.
• Training and coaching skills

Our promise to you  

Lundbeck offers an inspiring workplace and innovative culture, where our curiosity, accountability and adaptability enable us to transform lives. We want to go faster and further on addressing the big unmet needs of people living with brain disorders. We offer rewarding careers with a mix of exciting tasks and development opportunities that are balanced with initiatives focused on your well-being.

Highlights of selected benefits:

• Flexible working arrangements (flexible weekly and daily schedules)
• Cafeteria program
• Unique recognition system
• Holiday bonus for when you’re out of the office
• Comfortable and modern office with top-notch equipment and well-equipped relax rooms
• Robust integration and event framework
• Private healthcare and life insurance
• Employee capital plans (retirement saving system)

Learn more about life at Lundbeck GBS Krakow

See who we are and how we work: check our pages on Facebook and Instagram.

About Lundbeck GBS Krakow 

Apply now

Can you see yourself in this role? We want to hear from you. Does this sound like your dream job, but you’re not sure if you meet all the requirements? We still want to hear from you!

Upload your CV via the Apply button.

• No separate cover letter is needed.
• We ask you not to include a photo or personal information that does not relate to your professional experience.

We need every brain in the game – and that includes all brains and the different perspectives we all bring to the table. At Lundbeck, we embrace the uniqueness of each employee, and we are committed to building a workforce that is as diverse as the people we serve. Read more about our commitment at www.lundbeck.com/global/about-us/our-commitment/diversity-and-inclusion.

#EveryBrainInTheGame