Knowledge Product Manager - ServiceNow

Location: Guadalajara, Jalisco, Mexico. Occasional travel to the US may be required 1–2 times per year.

Company

hirify.global develops the Omnipod wearable insulin delivery platform to help patients live simpler, healthier lives.

What you will do

• Define and own the Knowledge Management product vision, roadmap, backlog, and service outcomes.
• Establish governance, roles, standards, controls, taxonomy, metadata, templates, and content lifecycle processes.
• Manage the full knowledge lifecycle from creation and review through publication, maintenance, and retirement.
• Partner with platform and business teams to enable AI, search, virtual agent, automation, translation, and localization capabilities.
• Track KPIs such as self-service adoption, knowledge usage, content quality, and search effectiveness.
• Use analytics, user feedback, and cross-functional collaboration to identify knowledge gaps and improve content quality and usability.

Requirements

• Bachelor’s degree or equivalent experience.
• 3–5+ years of experience in Knowledge Management, Digital Workplace, ITSM, or a related field.
• Experience with knowledge platforms such as ServiceNow, knowledge management tools, and content management systems.
• Experience with governance, process design, cross-functional collaboration, data-driven decision making, and project management.
• English is the primary language for clear and usable written and verbal communication.
• Analytical, detail-oriented, and organized, with the ability to improve content using engagement and feedback data.

Nice to have

• Knowledge architecture experience, including taxonomy, metadata, and lifecycle design.
• ServiceNow certification such as CSA or CAD.
• Experience with AI, automation, digital workplace initiatives, or Product Owner, Service Owner, or Process Owner responsibilities.
• Strong stakeholder influence and communication skills.

Culture & Benefits

• Mission-driven work focused on improving patients’ lives through innovative wearable medical technology.
• Performance-driven environment guided by shared values and customer focus.
• Opportunity to build a scalable, AI-enabled enterprise knowledge service.
• Occasional international travel may be required.