{"id":1918280,"url":"https://alion.io/job/ernst-young-service-knowledge-management-team-lead-2","title":"Service Knowledge Management Team Lead","company":{"id":2859,"name":"EY","domain":"ey.com","url":"https://alion.io/company/ey-com","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"SuccessFactors","truth_index":null},"role":"Management","role_family":"Management","seniority":"lead","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Wrocław, Poland"],"countries":["PL"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":34000,"max_usd":87000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":26},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Agile","optional":false},{"name":"ITIL","optional":false},{"name":"ServiceNow","optional":false}],"status":"live","first_seen_at":"2026-10-05T17:13:14Z","employer_posted_date":"2026-10-05","last_verified_at":"2026-10-19T05:36:40Z","board_verified":true,"closed_at":null,"days_open":13,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":13},"description":"Location: Wrocław, 2 days office/3 days remote\nKnowledge Management Team Lead - Assistant Director\nLet us introduce you the job offer by EY GDS Poland - a member of the global integrated service delivery center network by EY.\n\nThe Opportunity\n\n Knowledge Management is a sub-function within Enterprise Technology Service Management. Our mission is to improve the technology support experience by enabling self-service, promoting knowledge sharing, and ensuring trusted information is available when and where it is needed.\nThis role will translate KM direction into priorities and lead the day-to-day delivery of Service Knowledge Management, managing a global team and partnering with Product Owners and technology stakeholders to improve knowledge quality, reuse, self-service, governance, and customer experience.\nThis role requires a strong people leader who can build relationships, influence stakeholders, drive accountability, and continuously improve knowledge management practices across a complex and fast-paced environment.\nYour Key Responsibilities\nTeam Leadership & Development\nLead and develop a global team of Knowledge Management professionals.\nSet clear priorities, allocate capacity, and coach team members to deliver both operational commitments and improvement initiatives.\nFoster a collaborative, high-performing culture focused on quality, accountability, and continuous improvement.\nSupport performance management, career development, and knowledge-sharing across the team.\nAct as the primary escalation point for complex operational and stakeholder-related matters.\nStakeholder Management & Engagement\nBuild strong working relationships with Product Owners, support organizations, and technology stakeholders.\nEstablish clear expectations with Product Owners for the accuracy, validation, maintenance, and timely recertification of knowledge within their service scope; use governance reviews and escalation to address gaps.\nAct as a trusted advisor on knowledge management best practices and standards.\nFacilitate workshops, training sessions, governance reviews, and stakeholder meetings.\nPromote a culture of knowledge sharing and continuous learning across the organization.\nKnowledge Management Operations\nManage the execution and monitoring of the Service Knowledge Management process, including lifecycle controls, content standards, quality assurance, review, recertification, feedback, and retirement.\nHold knowledge owners accountable to meeting agreed content standards and review requirements, escalating outdated, inaccurate, or unowned knowledge.\nPartner with support and product teams to identify knowledge gaps from service interactions, search behaviors, and user feedback, and improve knowledge reuse across support and self-service channels.\nPromote continuous improvement of knowledge processes, standards, templates, and governance practices.\nReporting & Continuous Improvement\nUse knowledge quality, reuse, search, self-service, and lifecycle measures to identify risks, prioritize improvements, and demonstrate outcomes.\nProduce and present operational reporting and insights to stakeholders and leadership.\nLead KM requirements and adoption for relevant ServiceNow Knowledge enhancements, working with platform and service stakeholders.\nDrive the delivery of initiatives that make knowledge more structured, reusable, and AI-ready.\nSkills And Attributes For Success\nStrong leadership and people management skills.\nAbility to translate KM data and stakeholder needs into priorities, decisions, and measurable improvements.\nExcellent communication skills, stakeholder management and relationship-building capabilities.\nStrong organizational and prioritization skills with the ability to manage competing demands.\nProactive, solution-oriented mindset with a focus on execution and results.\nAbility to work effectively within global and culturally diverse teams.\nTo Qualify for the Role, You Must Have\nExperience leading teams in a global environment.\nExperience managing stakeholders across multiple functions and levels of seniority.\nExperience in the area of Knowledge Management, Content Management or a closely related discipline.\nExperience with ServiceNow, preferably within the Knowledge Management module.\nStrong analytical and reporting skills.\nExcellent written and verbal English communication skills.\nIdeally, You'll Also Have\nKnowledge-Centered Service (KCS) v6 Practices certification.\nAn ITIL certification.\nExperience delivering training and communication programs.\nFamiliarity with reporting and data visualization tools.\nExperience supporting organizational change or continuous improvement initiatives.\nUnderstanding of Agile ways of working.\nWhat We Look For\n We seek a proactive, hands-on leader who develops the team, monitors KM performance, and works with knowledge owners to deliver on KM direction. This person looks beyond day-to-day operations, using data and stakeholder conversations to anticipate needs, identify opportunities, and drive well-founded improvements through to delivery.\nWhat we offer\nEY Global Delivery Services (GDS) is a dynamic and truly global delivery network. We work across nine locations - Argentina, Hungary, India, the Philippines, Poland, Sri Lanka, Mexico, Spain and the United Kingdom - and with teams from all EY service lines, geographies and sectors, playing a vital role in the delivery of the EY growth strategy. From accountants to coders to advisory consultants, we offer a wide variety of fulfilling career opportunities that span all business disciplines. In GDS, you will collaborate with EY teams on exciting projects and work with well-known brands from across the globe. We’ll introduce you to an ever-expanding ecosystem of people, learning, skills and insights that will stay with you throughout your career.\nContinuous learning: You’ll develop the mindset and skills to navigate whatever comes next. \nSuccess as defined by you: We’ll provide the tools and flexibility, so you can make a meaningful impact, your way. \nTransformative leadership: We’ll give you the insights, coaching and confidence to be the leader the world needs. \nDiverse and inclusive culture: You’ll be embraced for who you are and empowered to use your voice to help others find theirs. \nAbout EY\nEY | Building a better working world\nEY exists to build a better working world, helping to create long-term value for clients, people and society and build trust in the capital markets.\nEnabled by data and technology, diverse EY teams in over 150 countries provide trust through assurance and help clients grow, transform and operate.\nWorking across assurance, consulting, law, strategy, tax and transactions, EY teams ask better questions to find new answers for the complex issues facing our world today.\nIf you can demonstrate that you meet the criteria above, please contact us as soon as possible.\nThe exceptional EY experience. It’s yours to build.\nIn compliance with the requirements of the Whistleblower Protection Act, our company has established the Procedure for reporting breaches of law and undertaking appropriate follow-up actions. Any misconduct should be reported through the EY Ethics Hotline.","description_format":"text","description_chars":7199,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"Upper-Intermediate (B2)","optional":false}]},"benefits":["Continuous learning"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Audit & Assurance Firms","Financial Advisory, Valuation & Restructuring","Management Consulting","Tax Advisory & Preparation"],"lifecycle":[{"event":"open","at":"2026-10-05T17:13:14Z"}],"visa":[],"liveness":{"score":76,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.845,"p_room":0.9,"age_days":13,"expected_fill_days":21,"reasons":["conf:0","velocity","win:mid","comp:brand"],"computed_at":"2026-10-19T05:45:15Z"},"pay":null,"html_url":"https://alion.io/job/ernst-young-service-knowledge-management-team-lead-2","json_url":"https://alion.io/job/ernst-young-service-knowledge-management-team-lead-2.json","meta":{"generated_at":"2026-10-19T07:31:14Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":4862,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-20T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":2859},"rest":"https://alion.io/mcp/rest/get_company?id=2859"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fernst-young-service-knowledge-management-team-lead-2"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fernst-young-service-knowledge-management-team-lead-2"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fernst-young-service-knowledge-management-team-lead-2"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/ernst-young-service-knowledge-management-team-lead-2\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fernst-young-service-knowledge-management-team-lead-2"}]}