Senior BP Project Management Specialist
Medtronic (company site, opens in a new tab)7+ yrsHyderabadOn-siteDirect career pageEst. 16–24 LPA
Posted 3d ago
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Job description
Structured overview of role & requirements
About This Role
- Own day-to-day Knowledge Management process and AI-assisted content operations within Global IT Support.
- Co-administer and analyze Knowledge dashboard metrics to improve search effectiveness and knowledge article quality via A/B tests and tuning.
- Lead configuration and tuning of ServiceNow Knowledge features, including predictive intelligence, Agent Assist snippets, and Virtual Agent intents, ensuring compliance with standards and audit readiness.
Minimum Requirements
- Bachelor’s or Master’s degree or equivalent required.
- 7+ years of relevant experience including 5+ years in ITSM support/process roles and 2+ years in Knowledge or adjacent processes.
- ITIL v3 Practitioner/Professional certification mandatory; ITIL 4 practice-level or Managing Professional preferred.
- Proficiency in English at C1+ level and hands-on experience with ServiceNow Knowledge administration including Predictive Intelligence, Agent Assist, and Virtual Agent tools.
Ideal Candidate Profile
- Experienced in operating Knowledge Management as a product integrating analytics and AI-driven content improvement.
- Strong business analysis capabilities with ability to translate analytics into actionable improvements and coach teams on KCS v6 and AI-assisted authoring.
- Comfortable working in a global ITSM environment with a follow-the-sun support model, managing multi-language content pipelines and GenAI moderation workflows.