Job Title - Senior Manager - Knowledge Manager - Universal Service Experience
Career Level - E
Location: Bangalore/Chennai
Introduction to Role
AstraZeneca stands at the forefront of scientific innovation, leading the way in addressing unmet medical needs and transforming patient outcomes. As pioneers in biopharmaceutical research and development, we are dedicated to making meaningful advancements in our disease areas and improving the lives of patients worldwide.
Our people are our most important asset, and as part of our dedication to enhancing the employee experience, we are seeking a talented and forward-thinking Knowledge Manager. This individual will play a critical role in overseeing the identification, curation, and management of knowledge assets that support the Moveworks generative AI virtual support agent. By ensuring the quality and accuracy of information, the Knowledge Manager will contribute to the effectiveness of Moveworks in providing relevant and accurate responses to users. This position involves close collaboration with various teams to maintain up-to-date knowledge that aligns with organizational goals and expectations.
Accountabilities
As the Knowledge Manager at AstraZeneca, you will be responsible for curating and managing knowledge assets, optimizing AI performance, collaborating with stakeholders, ensuring knowledge governance, and driving innovation. Your role is pivotal in ensuring that the Moveworks system delivers accurate and relevant responses to users, thereby enhancing overall support quality.
Knowledge Curation and Management:
Curate an inventory of internal and external knowledge resources (e.g., knowledge base articles, FAQs, best practices, policies) that feed into Moveworks.
Continuously evaluate knowledge assets to ensure they are aligned with the latest developments in the business.
Identify gaps in knowledge and take proactive measures to source or work with key stakeholders to develop the necessary information.
AI Training and Content Optimization:
Monitor the AI’s performance, identifying patterns in knowledge gaps, and provide recommendations for improving the tool’s knowledge set.
Participate in the ongoing training of the AI system, ensuring that curated content is correctly interpreted by the AI and mapped to appropriate responses.
Collaboration and Stakeholder Engagement:
Work closely with knowledge base product owners, product teams, customer service teams, subject matter experts, and other stakeholders to ensure knowledge is accurately captured from all relevant sources.
Facilitate knowledge-sharing initiatives across departments to ensure that all teams contribute valuable insights to the Moveworks knowledge inventory.
Lead workshops and training sessions on knowledge management best practices.
Knowledge Governance and Quality Assurance:
Develop and implement knowledge governance principles to ensure information accuracy, consistency, and compliance with regulatory requirements.
Perform regular audits of AstraZeneca’s Moveworks knowledge sources, ensuring high standards of data quality and relevance.
Establish key performance indicators (KPIs) and metrics to measure the effectiveness of the Moveworks knowledge management processes.
Innovation and Continuous Improvement:
Stay abreast of emerging trends in AI, knowledge management, and digital support tools to recommend innovative solutions that enhance the effectiveness of the Moveworks system.
Continuously explore opportunities to leveragenew technologies or methodologies to improve how knowledge is curated and delivered to the Moveworks tool.
Essential Requirements
Proven experience in knowledge management, information curation, or content management roles.
Strong understanding of generative AI tools and machine learning concepts, particularly in the context of support automation.
Excellent communication and collaboration skills, with the ability to work with technical and non-technical stakeholders.
Strong analytical skills with the ability to evaluate data quality and identify patterns in AI output.
Knowledge of knowledge management platforms, content management systems, and AI support tools is a plus.
Desirable:
Experience of working in a Pharmaceutical industry
4-5 years of experience in Knowledge Management and related systems
Experience of working with ServiceNow or other similar systems
Join us at AstraZeneca and contribute to our mission of redefining the future of support and experience with cutting-edge AI technology.
Date Posted
Closing Date
AstraZeneca embraces diversity and equality of opportunity. We are committed to building an inclusive and diverse team representing all backgrounds, with as wide a range of perspectives as possible, and harnessing industry-leading skills. We believe that the more inclusive we are, the better our work will be. We welcome and consider applications to join our team from all qualified candidates, regardless of their characteristics. We comply with all applicable laws and regulations on non-discrimination in employment (and recruitment), as well as work authorization and employment eligibility verification requirements.