Global Knowledge Manager - Maternity Cover
NewDiscover your impact with KUKA
KUKA offers an enormous spectrum of possibilities to advance your career, live your passions and unlock your potential. We´re one of the world's leading automation specialists, offering global opportunities in areas such as robotics, automation, logistics, software solutions and electronics. If you´re a go-getter, a visionary with bold ambitions and believer in collaboration and mutual respect, then you're poised for success here at KUKA.
Make an impact
- Manage and enhance the global Knowledge Management framework, including processes, policies, and KPIs,
- Establish governance models to ensure accuracy, relevance, and lifecycle management of all knowledge articles,
- Drive harmonization of KM practices across all regions, service lines, and support partners,
- Oversee creation, review, approval, publishing, and retirement of knowledge articles,
- Ensure consistency in content quality, tone, taxonomy, templates, and metadata,
- Identify knowledge gaps based on incident, problem, and change trends,
- Work closely with Service Desk leads, SMEs, Problem Management, and Operations teams to ensure knowledge capture,
- Partner with outsourcing providers to enforce global KM standards and knowledge-centered support principles,
- Facilitate global knowledge communities and expert networks, train global teams and partners on KM processes, tools, and best practices,
- Serve as global process owner for Knowledge Management within the ITSM platform (e.g., Freshservice, ServiceNow),
- Drive improvements in AI/ML-driven search, self-service portals, and chatbots,
- Ensure integration between KM and ITSM processes (Incident, Problem, Change, CMDB),
- Define and monitor KM KPIs: article usage, deflection rate, time-to-resolve, article quality index, etc.,
- Lead continuous improvement initiatives to increase self-service adoption and reduce ticket volume,
- Benchmark and implement best practices such as ITIL Knowledge Management, and global content governance.
What you need to succeed
- Degree in computer science, engineering or comparable qualification,
- Familiarity with ITSM, ITAM, or service management environments,
- Strong expertise in Knowledge Management frameworks, methodologies, and tools,
- Experience with taxonomy design, content governance, and search optimization,
- Team-oriented way of working, commitment, independence and personal responsibility,
- Strong analytical skills with ability to translate data into actionable insights,
- Willingness to learn, flexibility and resilience,
- Outstanding English language skills, German knowledge is an advantage.
Our promise to you
Our culture is deeply rooted in our passion to make robotics and automatic solutions accessible and easy to use. The result? We make peoples´ lives easier and safer, across the world. Diversity is the beating heart of our company - and we appreciate every single one of our bright and bold brainiacs. We encourage everyone to bring their full selves to work, fostering an environment where inspiration, expertise, and personal growth can flourish. Our collective goal? To achieve greatness and ignite innovative, positive change - not only within the automation industry but also beyond its boundaries. And in return, we prioritize creating a supportive, empowering, and caring environment for all.
Perks and benefits
As part of our commitment to the well-being of our employees, we offer a range of comprehensive perks and benefits. From competitive salary packages to flexible work schedules, and professional development opportunities, we aim to provide a holistic approach to employee satisfaction. We believe in recognizing and appreciating the hard work and dedication of our workforce, and our perks reflect this commitment. Our goal is to create a workplace where employees feel valued, motivated, and inspired to contribute their best. Join us and enjoy the rewards of being part of a company that prioritizes the well-being and growth of its team.
DEI (Diversity, Equity, and Inclusion) statement
Our core belief is in treating each other with kindness, an open mind, and mutual respect, creating an environment where everyone feels empowered to bring their authentic selves to work.
KUKA is a company committed to equal opportunities. We manage every application with meticulous care and consideration - with a decision-making process that pays no heed to your origin, educational background, age, gender, sexual orientation, or your religious or political beliefs. If you join KUKA, you will have ample opportunities to share what motivates you and what defines your individuality.
Join the journey!
If you think a career with KUKA could be what you are looking for, we´d love to hear from you.
We´re looking forward to receiving your application!