Knowledge Manager (IT)

About Us: At Booking.com, data drives our decisions. Technology is at our core. And innovation is everywhere. But our company is more than datasets, lines of code or A/B tests. We’re the thrill of the first night in a new place. The excitement of the next morning. The friends you encounter. The journeys you take. The sights you see. And the memories you make. Through our products, partners and people, we make it easier for everyone to experience the world.

Leadership/Team Quote: You’ll join the team, responsible for driving continuous improvement across Knowledge Management, Learning & Enablement, Quality, Service Management, and Service Operations. This role will lead our Knowledge Management capability, helping transform organisational knowledge into a strategic asset that powers self-service, AI experiences, and operational efficiency

Role Overview Are you passionate about turning fragmented information into trusted, accessible knowledge that powers both people and technology? We are looking for a forward thinking Knowledge Manager to lead the evolution of our knowledge ecosystem. In this role, you will own and optimise our knowledge capabilities, with ServiceNow as our primary platform, while helping shape how knowledge is consumed across AI assistants, enterprise search, automation platforms, and future digital experiences. You won’t just be managing content repositories, you’ll play a key role in transforming organisational knowledge into a strategic asset that improves self service, enables AI, and drives operational efficiency at scale.

Key Job Responsibilities And Duties Knowledge Management & Platform Ownership

• Serve as the functional owner of the IT Knowledge capability, with ServiceNow as the primary knowledge platform.
• Define and improve knowledge governance, taxonomy, lifecycle management, and user experience.
• Drive adoption of knowledge management best practices across IT.

AI Readiness & Knowledge Optimisation

• Ensure knowledge is structured, governed, and maintained to support AI powered experiences, enterprise search, automation, and self service capabilities.
• Identify opportunities to improve knowledge quality, discoverability, and reusability across multiple channels and platforms.

AI & Self Service Enablement

• Partner with teams delivering ServiceNow AI Search, Virtual Agent, Now Assist, and other AI driven solutions.
• Help ensure users can find accurate answers through search, conversational AI, and self service experiences.

Process Optimisation

• Design and implement knowledge lifecycle processes, standards, and quality frameworks.
• Drive continuous improvement initiatives that increase the value and effectiveness of organisational knowledge.

Metrics & Analytics

• Track and analyse key performance indicators such as knowledge usage, self service adoption, search effectiveness, AI performance, and support deflection.
• Use data and insights to identify opportunities for improvement and demonstrate business value.

Role Qualifications And Requirements

• Experience in Knowledge Management, Service Management, Content Strategy, or a related discipline.
• Experience with ServiceNow Knowledge Management and related capabilities such as AI Search, Virtual Agent, or Now Assist is highly desirable.
• Exposure to enterprise search, AI platforms, collaboration tools, or knowledge repositories such as Confluence is advantageous.
• Understanding of Knowledge Centered Service (KCS), ITIL, or similar frameworks.
• Strong understanding of how knowledge supports AI assistants, search experiences, self service, and automation.
• Excellent communication, stakeholder management, and analytical skills.
• Passion for improving how organisations create, share, and consume knowledge.

Benefits & Perks - Global Impact, Personal Relevance: Booking.com’s Total Rewards Philosophy is not only about compensation but also about benefits. We offer a competitive compensation and benefits package, as well unique-to-Booking.com benefits which include:

• Annual paid time off and generous paid leave scheme including: parent, grandparent, bereavement, and care leave
• Hybrid working including flexible working arrangements, and up to 20 days per year working from abroad (home country)
• Industry leading product discounts - up to 1400 per year - for yourself, including automatic Genius Level 3 status and Booking.com wallet credit

Inclusion at Booking.com: Inclusion has been a core part of our company culture since day one. This ongoing journey starts with our very own employees, who represent over 140 nationalities and a wide range of ethnic and social backgrounds, genders and sexual orientations.

Take it from our Chief People Officer, Paulo Pisano: “At Booking.com, the diversity of our people doesn’t just build an outstanding workplace, it also creates a better and more inclusive travel experience for everyone. Inclusion is at the heart of everything we do. It’s a place where you can make your mark and have a real impact in travel and tech.”

We ensure that colleagues with disabilities are provided the adjustments and tools they need to participate in the job application and interview process, to perform crucial job functions, and to receive other benefits and privileges of employment.

Application Process:

• Let’s go places together: How we Hire
• This role does not come with relocation assistance.

Booking.com is proud to be an equal opportunity workplace and is an affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. We strive to move well beyond traditional equal opportunity and work to create an environment that allows everyone to thrive.