- Nanakramguda, Hyderabad, India
- Full-time · Senior
- 7+ years
Operational owner of the day-to-day Knowledge process and AI-assisted content operations, focusing on ITSM, ServiceNow administration, and knowledge management.
Compensation
This position is eligible for a short-term incentive called the Medtronic Incentive Plan (MIP).
Responsibilities
- Operational owner of the day-to-day Knowledge process and AI-assisted content operations.
- Front-line partner to GSD and process peers to ensure knowledge appears at the point of need.
- Co-administrator of the Knowledge dashboard; translate analytics into actions (synonyms, content fixes, experiments).
- Execute intake → review → approve/publish → retire; enforce style/taxonomy/metadata standards; maintain human-in-the-loop review for AI-drafted content.
- Configure and tune ServiceNow Knowledge (roles, categories, synonyms, feedback), and partner on Predictive Intelligence, Agent Assist snippets, and Virtual Agent intents.
Requirements
- Bachelor’s degree
- Master’s degree
- Nice to have: ITIL 4 practice-level
- Nice to have: Managing Professional
- Nice to have: Predictive Intelligence