Staff, Enterprise Knowledge Product Manager

Welcome to Warner Bros. Discovery… the stuff dreams are made of.

Who We Are…

When we say, “the stuff dreams are made of,” we’re not just referring to the world of wizards, dragons and superheroes, or even to the wonders of Planet Earth. Behind WBD’s vast portfolio of iconic content and beloved brands, are the storytellers bringing our characters to life, the creators bringing them to your living rooms and the dreamers creating what’s next…

From brilliant creatives, to technology trailblazers, across the globe, WBD offers career defining opportunities, thoughtfully curated benefits, and the tools to explore and grow into your best selves. Here you are supported, here you are celebrated, here you can thrive.

Your New Role... 

The Staff, Enterprise Knowledge Manager will play a pivotal role in managing and optimizing the knowledge management processes within the Enterprise Service Management Office (ESMO) organization and will be will be responsible for structuring knowledge across various departments beyond IT, such as HR and P2P, to ensure consistency and accessibility across the enterprise. This role will require the creation of distinct knowledge bases for different functional areas like Enterprise Systems and Engineering. This position is based in Atlanta and is responsible for ensuring the effective capture, organization, and dissemination of knowledge to enhance service delivery, operational efficiency, and knowledge base accuracy. The role requires a deep understanding of ServiceNow and Knowledge Management principles and practices, as well as the ability to drive strategic initiatives that improve knowledge management practices. 

Key responsibilities include managing knowledge management processes, optimizing knowledge dissemination, and collaborating with stakeholders to ensure successful implementation of knowledge management initiatives.  

Your Role Accountabilities...

KNOWLEDGE MANAGEMENT STRATEGY (30%) 

• Develop and implement knowledge management strategies that align with the organization's transformation goals. 

• Maintain an enterprise-wide perspective of knowledge management, including, but not limited to, IT, HR, and P2P.  

• Structure knowledge across various departments beyond IT, such as HR and P2P, to ensure consistency and accessibility across the enterprise. 

• Implement processes and systems that consider the need for distinct knowledge bases for different functional areas across the enterprise, like Enterprise Systems and Engineering. 

• Lead organizing knowledge on knowledge areas rather than organizational structure 

• Oversee the development and maintenance of knowledge management roadmaps. 

• Collaborate with senior leadership to define the strategic direction of knowledge management operations. 

• Identify and evaluate emerging technologies to drive innovation within the knowledge management process, including AI, AI chatbots, self-service, and emerging technologies. 

PROCESS OPTIMIZATION (25%) 

• Own the approach of knowledge management to service multiple self-service knowledge bases and establish a unified approach. 

• Analyze and optimize knowledge management processes to improve efficiency and service delivery. 

• Establish and own the process to ensure knowledge articles are accurate and adhere to formatting standards, especially for AI tools.