Knowledge Product Manager - ServiceNow

Position Overview:

Insulet is seeking a strategic and execution-focused Knowledge Management Product Owner to lead the transformation of Knowledge Management into a scalable, AI-enabled enterprise service.

This role evolves beyond traditional content management to own the Knowledge Management product, including governance, lifecycle, quality, and continuous improvement. The Product Owner will ensure knowledge is trusted, standardized, and AI-ready, enabling employees to access actionable solutions, drive self-service, and improve operational efficiency.

The ideal candidate will act as the single point of accountability for the KM service. This is a shift from “managing articles” to “owning the knowledge ecosystem and outcomes.”

Responsibilities:

• Define and own the KM product vision, roadmap, and backlog

• Align KM priorities with AI, employee experience, and business strategy

• Act as the end-to-end owner of the KM service and outcomes

• Establish and enforce KM governance (roles, standards, lifecycle, controls)

• Define taxonomy, templates, metadata, and content standards

• Ensure clear ownership between KM, platform, and business domain owners

• Maintain audit readiness and compliance standards

• Ensure knowledge is structured, standardized, and reusable

• Define and manage translation and localization standards to ensure knowledge is accessible, consistent, and up to date across regions and languages

• Partner with platform teams to enable AI, search, virtual agent, and localization capabilities

• Position knowledge as a strategic enabler of automation and AI-driven experiences

• Own end-to-end lifecycle:

• Create → Review → Approve → Publish → Maintain → Retire

• Shift focus from content creation to curation, orchestration, and quality control

• Ensure content accuracy, relevance, and usability

• Define and track key performance indicators (KPIs) such as self-service adoption, knowledge usage, content quality, and search effectiveness

• Use data and insights to continuously improve knowledge performance and identify gaps

Education and Experience:

Minimum Requirements:

• Bachelor’s degree or equivalent experience

• 3–5+ years in Knowledge Management, Digital Workplace, ITSM, or related field

• Experience working with knowledge platforms (e.g., ServiceNow)

• Strong experience in:

• Governance and process design

• Cross-functional collaboration

• Data-driven decision making

• Excellent writing and communication skills with English being the primary language with a focus on clarity and usability.

• Ability to collaborate effectively with cross-functional teams to identify knowledge gaps and create relevant content.

• Experience with knowledge management tools and content management systems.

• Analytical mindset with the ability to interpret data and improve content based on user engagement and feedback.

• Detail-oriented, with excellent organizational and project management skills.

Preferred Skills and Competencies:

• Strong communication and stakeholder influence skills

• Knowledge architecture (taxonomy, metadata, lifecycle)

• ServiceNow certifications (CSA, CAD, or equivalent

• Experience with AI, automation, or digital workplace initiatives

• Experience as a Product Owner, Service Owner, or Process Owner

Physical Requirements (if applicable):

• Must be available to possibly travel 1-2 times per year to the US