Knowledge Manager | London Are you ready to write your next chapter? Make your mark at one of the biggest names in payments. With proven technology, we process the largest volume of payments in the world, driving the global economy every day. When you join Worldpay, you join a global community of experts and changemakers, working to reinvent an industry by constantly evolving how we work and making the way millions of people pay easier, every day. What makes a Worldpayer? It’s simple: Think, Act, Win. We stay curious, always asking the right questions to be better every day, finding creative solutions to simplify the complex. We’re dynamic, every Worldpayer is empowered to make the right decisions for their customers. And we’re determined, always staying open – winning and failing as one. We’re looking for a Knowledge Manager to join our ever evolving team Are you ready to make your mark? Then you sound like a Worldpayer. About the team The Global Knowledge Management Process team’s prime objective is to support Worldpay’s strategic mission to deliver best in class service through agile, reliable, and sustainable processes built on the Knowledge-Centered Service (KCS) methodology. The team defines and governs processes to ensure standardized methods and procedures are adopted in support of efficient and prompt handling of all issues to minimize adverse impact on business operations. The team’s function can mitigate the risk of unplanned costs and labor for both business and IT support staff. Knowledge Management is central in capturing, structuring, reusing and improving our collective knowledge and is integrated into ITSM processes to support quick resolution of issues and enable self-service. What you’ll own You will work along with the Global Knowledge Management Process Owner and Manager to facilitate and support the process and enable a trusted advisor relationship across the enterprise. You will be part of a team responsible for the overall management, continuous improvement and ongoing maintenance of our Global Knowledge Management process. You will work closely with the Global Knowledge Management Process Owner, Manager and stakeholders to understand their needs and requirements and implement solutions to meet those needs. Responsibilities: Ensure the Global Knowledge Management process built on the Knowledge-Centered Service (KCS) methodology is adopted and that knowledge articles follow the Knowledge-Centered Service (KCS) Governance and Standards put in place to ensure articles are easy to consume, find and meet the appropriate quality required Support the Global Knowledge Management Process Owner and Manager in defining strategy and long-term plans for improving self-service and assuring quality in the global knowledge management program Maintain relationships and collaborate with key stakeholders, influencing and driving adoption of Knowledge-Centered Service (KCS) best practices focused on creating efficiencies in processes and workflows through solve loop activities Assist in the development of trends and analysis of Knowledge Management data, to help develop insights into Knowledge Management process performance and measurements of both the process itself Support existing knowledge management tools and technologies, including knowledge databases, self-service portals and data extraction and workflow systems, by providing technical expertise and liaising between IT and other stakeholders Manage and maintain the existing metadata collection processes; collaborate with Knowledge Management community to explain the scope of metadata captured, while leveraging it to develop additional knowledge management tools Flexibility to acquire knowledge of new systems and practices in accordance with organization need, including AI, document automation and other ITSM process improvement tools. Stay abreast of new technologies that impact IT service delivery Act as an ambassador and evangelist for Knowledge-Centered Service (KCS) & Knowledge Management while interacting with other departments Where you’ll own it You’ll own it in our passionate London hub. Our sites are hubs of activity, conversation, and openness. With inspiring, stylish workspaces we want people to feel excited to come and do their best work. What you bring Technical Bachelor’s degree in Information Systems, Computer Science or related fields of study will be considered, or the equivalent combination of education, training or work experience. In depth understanding of ServiceNow Knowledge Management capabilities At least 3 years experience administering the Knowledge-Centered Service (KCS) methodology within the ITSM space At least 5 years Process management background and experience of Service Transition – particularly related to Knowledge Tenure operating in a global, fast-paced environment with an emphasis on positive change and adaptive working practices Expert in engaging and building successful relationships with stakeholders of the Knowledge Management process At least 3 years experience managing Knowledge workflows and ensuring quick availability of content to the target audience Added bonus if you have Certification in KCS v6 Practices Certification in ITIL v3/4 Technical writing / editing experience Experience working in financial services Worldpay perks - what we’ll bring for you We know it’s bigger than just your career. It’s your life, and your world. That’s why we offer global benefits and programs to support you at every stage. Here’s a taste of what you can expect. A competitive salary and benefits. Time to support charities and give back to your community. Parental leave policy. Global recognition platform. Virgin Pulse access. Global employee assistance program. What makes a Worldpayer At Worldpay, we take our Values seriously, and we live them every day. Think like a customer, Act like an owner, and Win as a team. Curious. Humble. Creative. We ask the right questions, listening and learning to get better every day. We simplify the complex and we’re always looking to create a bigger impact for our colleagues and customers. Empowered. Accountable. Dynamic. We stay agile, using our initiative, taking calculated risks to progress. Never standing still, never settling, we work at pace to achieve our goals. We champion our ideas and stay flexible to make them happen. We know that every action adds up. Determined. Inclusive. Open. Unlocking potential means working as one global community. Our work spans borders, and we stay united by our purpose. We collaborate, always encouraging others to perform at their best, welcoming new perspectives. Does this sound like you? Then you sound like a Worldpayer. Apply now to write the next chapter in your career. We can’t wait to hear from you. To find out more about working with us, find us on LinkedIn. Privacy Statement Worldpay is committed to protecting the privacy and security of all personal information that we process in order to provide services to our clients. For specific information on how Worldpay protects personal information online, please see the Online Privacy Notice. Sourcing Model Recruitment at Worldpay works primarily on a direct sourcing model; a relatively small portion of our hiring is through recruitment agencies. Worldpay does not accept resumes from recruitment agencies which are not on the preferred supplier list and is not responsible for any related fees for resumes submitted to job postings, our employees, or any other part of our company. pridepass