Knowledge Management & OCM Lead

EPAM Systems

Remote · CzechiaSalary not disclosedfull-timeEPAM Systems Careers (remote abroad)

We are looking for an Organizational Change and Knowledge Manager to shape and own the knowledge management lifecycle and organizational change management capability for IT services across 12 countries. This role presupposes ensuring that the service desk and L2/L3 towers operate from a current, high-quality knowledge base while driving end-user adoption of IT changes, tooling rollouts, and process improvements.

Responsibilities

Design and operate the Knowledge Management framework aligned to KCS (Knowledge-Centered Service) methodology
Own the knowledge base: article creation lifecycle, quality reviews, retirement schedules, and gap analysis from incident trends
Drive KCS adoption across the analyst team — coaching, compliance tracking, and maturity scoring
Maintain solution articles for L1/L1.5 resolution, enabling FCR improvement and feeding the AI automation pipeline
Partner with the AI Ops FTE to curate training data for virtual agents and auto-resolution models
Report on KB health metrics: article usage, link rate, resolution contribution, staleness index
Lead OCM activities for IT-initiated changes
Develop communication plans, user guides, FAQs, and training materials tailored to a multi-country, multi-language user base
Run adoption tracking: readiness assessments, training completion rates, support ticket uplift post-change
Coordinate with IT and business stakeholders on change impact and timing

Languages

Work format: Remote
Seniority: Lead
Posted: 29 Sept 2026
Last verified: In the last 5 days

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