Services BPE - Knowledge Management

In this role, you’ll make an impact by driving the transformation of enterprise knowledge into structured, reusable, and AI-ready assets, improving service delivery, effectiveness, and time-to-resolution. You will enable modular, topic-based knowledge delivery, enhance accessibility and findability, and establish standardized processes, governance, and metadata to ensure consistency and compliance. Additionally, you will support platform integration and drive AI-enabled knowledge use cases to deliver scalable, high-quality, and future-ready knowledge solutions.

A chance to shape how AI elevates global Services in a mission-driven health-technology company.

Your role

• Define and own the enterprise knowledge management strategy and roadmap, aligning business needs with scalable content architecture and delivery models.
• Lead the transition from legacy content formats to modular, structured, and AI-consumable knowledge.
• Standardise and optimise end-to-end knowledge lifecycle processes (create → review → publish → reuse → retire), ensuring alignment with QMS and regulatory requirements.
• Collaborate cross-functionally with Service, IT, AI/Data, Q&R, Operations and Content Authoring teams to design and implement future-state knowledge solutions.
• Drive integration of knowledge into key platforms (e.g. service tools, field applications), ensuring seamless consumption across personas (FSE, RSE, other service related roles).
• Establish KPIs and measurement frameworks and continuously improve based on insights.
• Act as a change leader, driving adoption of new knowledge practices and enabling stakeholders with clear, simplified communication and training.
• Ensure compliance, governance, and data quality are embedded into all knowledge processes and systems.

To succeed in this role, you should have the following skills and experience

• 7+ years of experience in Knowledge Management, Service Operations, or Process Transformation, preferably in a regulated environment.
• Hands-on experience with content standardization, structured authoring (e.g., topic-based/DITA-like approaches), and knowledge lifecycle management.
• Understanding of the limitations of traditional document-based publishing models and experience moving towards scalable, modular, or API-driven content delivery.
• Experience working with authoring tools such as XMetaL and Arbortext, CCMS such as Schema ST4 and Windchill, and integrating knowledge into enterprise ecosystems such as PLM and LMS.
• Strong analytical and architectural thinking, with the ability to translate business needs into structured knowledge frameworks.
• Familiarity with AI-enabled knowledge use cases such as search, recommendation, and content classification, along with an understanding of data governance implications.
• Skills in process improvement methodologies (Lean/Six Sigma) and change management, with the ability to drive adoption across diverse global teams.
• Ability to simplify complex concepts and effectively communicate with both technical and non-technical stakeholders.
• Continuous learning agility, adapting to evolving digital, AI, and knowledge management landscapes.

How we work together

We believe that we are better together than apart. For office-based teams, this means working in-person at least 3 days per week.

About Philips

We are a health technology company.

If you’re interested in this role and have many, but not all, of the experiences needed, you may still be the right candidate for this or other opportunities at Philips.