This role establishes scalable standards for the creation, review, approval, maintenance, and governance of operational knowledge assets. By partnering with GBS functions, Process Design, Service Management, Technology, and functional subject matter experts, the Sr. Manager will strengthen process consistency, support self-service capabilities, and ensure process changes are accurately reflected in enterprise knowledge content.
Key Responsibilities
Define and lead the enterprise content management strategy, operating model, roadmap, and governance framework for GBS content
Manage the end-to-end content lifecycle, including intake, prioritization, authoring, editing, review, approval, publishing, localization, maintenance, archiving, and retirement
Establish content standards covering structure, taxonomy, metadata, templates, style, accessibility, searchability, ownership, review frequency, and quality
Lead the development and maintenance of knowledge repositories, ServiceNow knowledge articles, standard operating procedures (SOPs), work instructions, FAQs, service catalogs, and operational process documentation
Partner with GBS functional content owners, teams, and subject matter experts to identify missing, outdated, duplicative, or inconsistent content and coordinate remediation to ensure accuracy and compliance
Establish clear roles, decision rights, workflows, controls, and service expectations for content contributors, reviewers, approvers, publishers, and owners
Monitor content quality, process documentation effectiveness, search performance, and knowledge article utilization to identify opportunities for improvement and standardization
Prepare content for responsible use in generative AI, virtual assistant, search, and agent support experiences by strengthening quality, structure, metadata, and governance
Lead knowledge consolidation, documentation rationalization, controlled document governance, and content quality improvement initiatives across Global Services functions
Build content management capability through playbooks, templates, training, communities of practice, coaching, and clear operating guidance
Monitor content risks, dependencies, delivery milestones, and quality issues, escalating material concerns and coordinating resolution
Qualifications
Education
Required: Bachelor’s degree in Knowledge Management, Business Administration, Information Systems, Information Science, Operations Management, Industrial Engineering, or a related field
Preferred: Master’s degree in Knowledge Management, Information Systems, Business Administration, Operations Management, or a related discipline
Experience and Skills
Required
8 to 10 years of relevant experience in enterprise knowledge management, operational content management, process documentation governance, ServiceNow knowledge management, controlled documentation, or related operational support functions
Demonstrated experience designing or leading content governance and end-to-end content lifecycle processes
Experience establishing content standards, taxonomies, metadata, templates, quality controls, review cycles, and ownership models
Strong program management skills, with experience coordinating complex content initiatives across multiple functions and stakeholder groups
Demonstrated ability to improve content quality, findability, usability, consistency, and adoption using data and user feedback
Strong stakeholder management skills and the ability to influence authors, reviewers, functional leaders, and technology teams in a matrixed organization.
Strong process documentation, knowledge management, and content governance skills, including the ability to translate complex operational processes into consumable knowledge assets and work instructions
Preferred
ServiceNow knowledge management, SharePoint, content management systems, enterprise search, or comparable content platforms
Supporting self-service portals, contact centers, service agents, employee support environments, or omnichannel experiences
Preparing governed enterprise content for generative AI, intelligent search, virtual assistants, or agent-assist capabilities
Leading content contributors or managing a distributed content owner network
Healthcare, medical devices, life sciences, or another regulated environment
Governing standard operating procedures, process documentation, work instructions, service catalogs, or controlled operational content
Supporting process transformations, system implementations, workflow redesign, or continuous improvement initiatives through documentation and knowledge management activities
Other
Language: Fluent English proficiency, both written and verbal, is required. Additional language proficiency may be preferred based on the markets supported.
Travel: Up to 10% international travel may be required based on business needs
Certifications: Knowledge management, content strategy, information architecture, accessibility, ServiceNow, Agile, or project-management certification preferred
Work arrangement: Ability to collaborate across regions and time zones and support scheduled global activities as required
Physical requirements: No role-specific lifting, vehicle, or other physical requirement has been identified for this office-based position
Union requirements: No role-specific union language has been identified.
Driver’s license: Not required for this role
For more information on how we support the whole health of our employees throughout their wellness, career and life journey, please visit www.careers.jnj.com.
Johnson & Johnson announced plans to separate our Orthopaedics business to establish a standalone orthopaedics company, operating as DePuy Synthes. The process of the planned separation is anticipated to be completed within 18 to 24 months, subject to legal requirements, including consultation with works councils and other employee representative bodies, as may be required, regulatory approvals and other customary conditions and approvals. Should you accept this position, it is anticipated that, following conclusion of the transaction, you would be an employee of DePuy Synthes and your employment would be governed by DePuy Synthes employment processes, programs, policies, and benefit plans. In that case, details of any planned changes would be provided to you by DePuy Synthes at an appropriate time and subject to any necessary consultation processes.
Johnson & Johnson is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, protected veteran status or other characteristics protected by federal, state or local law. We actively seek qualified candidates who are protected veterans and individuals with disabilities as defined under VEVRAA and Section 503 of the Rehabilitation Act.
Johnson & Johnson is committed to providing an interview process that is inclusive of our applicants’ needs. If you are an individual with a disability and would like to request an accommodation, external applicants please contact us via https://www.jnj.com/contact-us/careers, internal employees contact AskGS to be directed to your accommodation resource.
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Required Skills
Preferred Skills
Advanced Analytics, Customer Centricity, Customer Relationship Management (CRM), Customer Retentions, Customer Satisfaction, Customer Support Operations, Customer Support Platforms, Customer Support Policies and Procedures, Customer Support Trends, Developing Others, Emotional Intelligence, Fact-Based Decision Making, Inclusive Leadership, Leadership, Performance Measurement, Process Optimization, Standard Operating Procedure (SOP), Team Management
