Job Description

Job Title

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‑drivenhealth‑technologycompany.

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:

• You bring 7+ years of experience in Knowledge Management, Service Operations, or Process Transformation, preferably in a regulated environment.

• You have hands-on experience with content standardization, structured authoring (e.g., topic-based/DITA-like approaches), and knowledge lifecycle management.

• You understand the limitations of traditional document-based publishing models and have experience moving towards scalable, modular, or API-driven content delivery.

• You have experience working with authoring tools (XMetaL, Arbortext), CCMS (e.g., Schema ST4, Windchill) and integrating knowledge into enterprise ecosystems such as
  PLM, LMS.

• You bring strong analytical and architectural thinking, with the ability to translate business needs into structured knowledge frameworks.

• You are familiar with AI-enabled knowledge use cases (e.g., search, recommendation, content classification) and understand data governance implications.

• You are skilled in process improvement methodologies (Lean/Six Sigma) and change management, and can drive adoption across diverse global teams.

• You can simplify complex concepts and effectively communicate with both technical and non-technical stakeholders.

• You demonstrate 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 our office-based teams, this means working in-person at least 3 days per week.

About Philips

We are a health technology company. We built our entire company around the belief that every human matters, and we won't stop until everybody everywhere has access to the quality healthcare that we all deserve. Do the work of your life to help the lives of others.
• Learn more about our business
• Discover our rich and exciting history
• Learn more about our purpose

If you’re interested in this role and have many, but not all, of the experiences needed, we encourage you to apply. You may still be the right candidate for this or other opportunities at Philips. Learn more about our culture of impact with care here