Knowledge Management Content Management Lead [T500-19832]

About McDonald’s:

One of the world’s largest employers with locations in more than 100 countries, McDonald’s 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.

Knowledge Management Content Management Lead, Manager (G4)

Company Description:

McDonald’s is proud to be one of the most recognized brands in the world, with restaurants in over 100 countries that serve 70 million customers daily. We continue to operate from a position of strength. Our updated growth strategy is focused on staying ahead of what our customers want and realizing further growth potential. Our relentless ambition is why McDonald’s remains one of the world’s leading corporations after almost 70 years. Joining McDonald's means thinking big and preparing for a career that can have influence around the world.

At McDonald’s, we see every day as a chance to create positive impact. We lead through our values centered on inclusivity, service, integrity, community and family. From support of Ronald McDonald House Charities to our Youth Opportunity project and sustainability initiatives, our values keep us dedicated to using our scale for good: good for our customers, people, industry and planet.

We are an equal opportunity employer committed to the diversity of our crew members, staff, operators, and suppliers. We promote an inclusive work environment that creates feel-good moments for everyone.

Job Description:

At McDonald's, we believe that our success begins and ends with our people. We are committed to fostering an inclusive culture where every employee can thrive and contribute their best.

The Knowledge Management Content Management Lead within the Enterprise Service Management (ESM) team will be responsible for defining and overseeing the end-to-end content lifecycle processes and quality standards for knowledge across the enterprise. This role requires a strong attention to detail and cross-functional collaboration to support knowledge management needs across various facets of the organization. This role is critical for ensuring knowledge is up-to-date, accessible and complete, adhering to the guidelines established for the knowledge management process. They will help foster a culture of continuous learning and knowledge sharing by equipping the enterprise with the tools and technologies to support this endeavor.

In this role, you will:

• Partner with service delivery teams to manage and review knowledge content (e.g., process workflows, onboarding materials, FAQs, job aids) to meet the evolving needs of current and future stakeholders, improve self-service, and support operational readiness
• Define and maintain a knowledge management roadmap that establishes a clear path toward achieving content management goals by identifying key milestones, sequencing critical tasks, and aligning timelines to drive timely and measurable progress
• Collaborate with stakeholders to validate content accuracy, clarity, and relevance with both global consistency and local nuance to maintain high standards of quality and regulatory compliance through regular content reviews and audits
• Oversee scheduled knowledge reviews and updates, managing the full content lifecycle from publication to retirement and archival to sustain a reliable and current knowledge base that enables effective service delivery
• Maintain and update the knowledge management asset tracker and inventory to ensure full visibility into content ownership, lifecycle stage, and alignment with taxonomy standards
• Monitor and analyze usage metrics and engagement data related to knowledge content to evaluate effectiveness, identify content gaps, and inform continuous improvement initiatives
• Deliver training and guidance to stakeholders on knowledge management standards, tools, and best practices to foster content ownership, enhance usability, and drive consistent adoption across functions
• Continuously evaluate and recommend improvements to knowledge management content, templates, taxonomy, and enabling tools to enhance user experience, streamline content creation, and elevate knowledge management maturity across the organization

Qualifications:

• Bachelor's degree required
• 7-11 years of experience in knowledge management, content development, or enterprise information systems
• Demonstrated experience implementing and managing enterprise knowledge platforms (e.g., ServiceNow, SharePoint, etc.)
• Collaborative team player with the ability to build effective relationships across functions, including service owners, subject matter experts, and platform teams
• Strong, professional interpersonal and communications skills, both verbal and written
• Highly organized, proactive, and adaptable, with the capability to manage multiple priorities in fast-paced, ambiguous environment
• Experience supporting or leading knowledge management initiatives across functional areas, with demonstrated ability to balance global standards with local relevance
• Strong project management capabilities, with experience leading or supporting cross-functional content initiatives and coordinating knowledge reviews and updates

Additional information

McDonald’s is committed to providing qualified individuals with disabilities reasonable accommodations to perform the essential functions of their jobs. McDonald’s provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to sex, sex stereotyping, pregnancy (including pregnancy, childbirth, and medical conditions related to pregnancy, childbirth, or breastfeeding), race, color, religion, ancestry or national origin, age, disability status, medical condition, marital status, sexual orientation, gender, gender identity, gender expression, transgender status, protected military or veteran status, citizenship status, genetic information, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Nothing in this job posting or description should be construed as an offer or guarantee of employment.