Knowledge Management Process Owner

Publication date : Jan 20, 2026, 12:00AM

Orange Business is here!
About us

Join us at Orange Business!
We are a network and digital integrator that understands the entire value chain of the digital world, freeing our customers to focus on the strategic initiatives that shape their business.
Every day, you will collaborate with a team dedicated to providing consistent, sustainable global solutions, no matter where our customers operate. With over 30,000 employees across Asia, the Americas, Africa, and Europe, we offer a dynamic environment to develop and perfect your skills in a field filled with exciting challenges and opportunities.

About the role

Job description

The Knowledge Management (KM) Process Owner is responsible for leading the knowledge management process to deliver accurate, accessible, and high-value knowledge throughout the service lifecycle. This role involves governing standards, driving Knowledge-Centered Service (KCS) adoption, and enabling faster resolution, issue deflection, and enhanced user experiences.

About you

Key responsibilities

• Define KM scope, charter, policies, standards, and strategy aligned to organizational goals.
• Establish RACI for L1–L3 teams (authors, editors, approvers, coaches); clarify roles and responsibilities.
• Implement and scale KCS practices; define measures and coaching to sustain adoption.
• Govern taxonomy, metadata, and findability; embed knowledge in incident/request/problem workflows.
• Define access controls, confidentiality tiers, and retention; govern localization and accessibility.
• Set KPIs (e.g., reuse, search success, deflection, article health, time-to-publish) and drive PDCA improvements.
• Run a quality program: standards, templates, audits, feedback loops, and ratings analytics.
• Maintain a prioritized backlog and roadmap; manage risks and ensure legal/security compliance.
• Govern third-party content providers; define tooling requirements, participate in UAT, and validate releases.

Skills & qualifications

• Bachelor’s degree in Computer Science, Information Technology, or a related field; advanced degree preferred.
• Deep knowledge of ITIL knowledge management processes.
• 7+ years of experience in IT Service Management, process design, governance, or related roles.
• Hands-on experience with ServiceNow (knowledge module administration/configuration, search optimization, reporting); certifications a plus.
• Excellent organizational, communication, and stakeholder management skills.
• Fluency in English; French language skills are a plus.
• Certifications such as ITIL, PMP, Agile certifications are preferred.
• Ability to lead process improvements and foster a knowledge-sharing culture.
• Strategic thinking: Developing KM roadmaps, defining objectives, and integrating KM into the entire service lifecycle.
• Communication & Collaboration: Bridging technical details for business leaders, cross-functional sharing, and fostering a sharing culture.

What we offer

• Global Opportunities: Work in multi-national teams with opportunity to collaborate with colleagues and customers from all over the world.
• Flexible Work Environment: Flexible working hours and possibility to combine work from office and home (hybrid ways of working).
• Professional Development: training programs and upskilling/re-skilling opportunities.
• Career Growth: Internal growth and mobility opportunities within Orange.
• Caring and Daring Culture: Health and well-being programs and benefits, diversity & inclusion initiatives, CSR and employee connect events.
• Reward Programs: Employee Referral Program, Change Maker Awards.

Only your skills matterRegardless of your age, gender identity, race, ethnic origin, religion/belief, sexual orientation, marital status, neurotype, disability, veteran status or appearance, we encourage diversity within our teams because it is a strength for the collective and a vector of innovation. Orange Group is a disabled-friendly company and equal opportunity employer: don't hesitate to tell us about your specific needs.

Only your skills matter

Regardless of your age, gender, origin, religion, sexual orientation, neurodiversity, disability, or appearance, we actively encourage diversity within our teams, as it is both a collective strength and a driver of innovation. Orange is a disability-friendly company: please feel free to let us know about any specific needs you may have.