About AstraZeneca:
AstraZeneca is a science-led biopharmaceutical company, and at the forefront of delivering innovative medicines. To support this mission, efficient service management is crucial. As part of our commitment to providing seamless and effective support, we are seeking a talented and forward-thinking Service Management Knowledge Analyst to join our team. You will play a key role in ensuring our service management processes are supported by high-quality, readily accessible knowledge.
Who we are:
The Global Business Service (GBS) team sits within Finance at AstraZeneca and is a dynamic and results-oriented environment and provides a range of enterprise-wide services. We dare to change the way we work by freeing up the business to push the boundaries of science to deliver life-changing medicines. We aim to do this by freeing up time, freeing up money, protecting AZ’s value and providing new capabilities.
What we do:
Knowledge Health
Identify Knowledge content gaps and drive processes and initiatives to mitigate and close these gaps
Monitor Knowledge Quality Index and lead initiatives to maintain and improve quality thresholds
Continuous Improvement
Track and and analyse Knowledge Management performance indicators (such as but not limited to Feedback metrics, Ticket deflection, Content views) to identify trends, gaps and remediation opportunities in Knowledge bases.
Partner with cross-functional Knowledge teams and business functions to drive functional accountability to create, maintain and optimize their Knowledge content.
AI Adoption and User Support
Be an evangelist to drive adoption of new AI technologies and related processes and content standards.
Work together with the myAZ Service team to support on Knowledge-related incidents
Collaborate with various functions to identify and integrate new sources of Knowledge.
Innovation
Stay informed about industry best practices and emerging trends to drive future demands of AI driven Knowledge Management.
Use a forward-looking approach to identify and implement new use cases for Knowledge Management.
Requirement:
Minimum of 8 years of experience in service-focused Knowledge Management
Experience with ServiceNow Knowledge Management as well as other similar platforms
Solid understanding of taxonomy, metadata, and ontology concepts and their application within knowledge management systems.
Superb communication and collaboration skills, with the ability to work effectively across diverse teams and stakeholders.
Strong analytical and problem-solving abilities to drive continuous improvement.
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 have launched an innovative Employee Experience programme aimed at fostering a culture of empowerment, growth, and collaboration. At the heart of this initiative is our Enterprise AI Assistant – the myAZ service, which seeks to revolutionize the way employees access support and resources. This transformative service reflects our commitment to providing our workforce with seamless, efficient, and personalized assistance. As we continue to prioritize the well-being and professional development of our employees, we are seeking a talented and forward-thinking myAZ Knowledge Analyst to join our team and contribute to our mission of redefining the future of employee support and experience.
Date Posted
08-Jan-2026Closing Date
29-Jan-2026AstraZeneca 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.