Supervisor, Knowledge Management (Governance + Standards) [T500-24174]

About McDonalds:

One of the worlds largest employers with locations in more than 100 countries, McDonalds Corporation has corporate opportunities in Hyderabad. Our global offices serve as dynamic innovation and operations hubs, designed to expand McDonald's global talent base and in-house expertise. Our new office in Hyderabad will bring together knowledge across business, technology, analytics, and AI, accelerating our ability to deliver impactful solutions for the business and our customers across the globe.

Role - Supervisor, Knowledge Management (Governance & Standards)

ROLE DESCRIPTION:

We are seeking a Knowledge Management Governance & Standards Supervisor within the Enterprise Service Management (ESM) team responsible for supporting the knowledge repository structures that ensure its usability and effectiveness across Global Business Services (GBS), Global Technology, and other key corporate functions. This role requires a strong attention to detail and cross-functional collaboration to support knowledge management needs across various facets of the organization.

Working under the direction of the Knowledge Management Governance + Standards lead, this role focuses on organizing, coordinating and operationalizing defined KM standards to ensure knowledge remains accurate, consistent, and fit-for purpose. The role partners closely with functional KM owners and platforms teams to support compliance, reporting and continuous improvement activities.

ROLE RESPONSIBILITIES:

Primary Responsibilities:

• Support the execution of defined knowledge management policies, standards, and lifecycle requirements across enterprise knowledge repositories.
• Assist with maintaining and applying the enterprise knowledge taxonomy, metadata, and content classification standards.
• Ensure knowledge lifecycle activities (reviews, updates, expirations, archival) are executed according to established standards.
• Perform routine audits and checks to validate content accuracy, completeness, and adherence to standards.
• Track and update knowledge review schedules, ownership assignments, and validation status.
• Prepare reports and dashboards to provide visibility into knowledge health, compliance, and usage trends.
• Support the identification of gaps, risks, or recurring issues related to knowledge quality or lifecycle execution.
• Coordinate with functional KM owners to support timely reviews, updates, and remediation activities.
• Assist with the preparation and distribution of templates, guidance, and standard documentation.
• Support Communities of Practice activities by coordinating materials, tracking actions, and documenting outcomes.
• Support the application of KM standards within ServiceNow Knowledge Management and other approved repositories.
• Assist with maintaining knowledge base structures, properties, and supporting documentation.
• Identify operational improvement opportunities and escalate recommendations to the Knowledge Management Governance & Standards Lead.

SKILLS & EXPERIENCE:

• Bachelors degree required.
• 46 years of experience in knowledge management, content governance, service management, or enterprise process support, preferably within a global or shared services environment.
• Experience supporting or executing governance frameworks, standards, or lifecycle processes.
• Strong organizational and followup skills with high attention to detail.
• Ability to manage multiple tasks, track dependencies, and coordinate inputs from multiple stakeholders.
• Clear written and verbal communication skills.
• Familiarity with ServiceNow Knowledge Management or similar enterprise platforms preferred.
• Highly organized, proactive, and adaptable, with the ability to work effectively in a fastpaced, evolving environment.