Job Description

ITSM - Knowledge Management - Associate/Senior Associate

Department: IT

Employment Type: Permanent - Full Time

Location: Pune

Description

The Knowledge Manager owns the operational governance and full lifecycle of IT knowledge used by the Service Desk, resolver teams and end users. Reporting to the Senior Lead Associate - Service Desk and Knowledge Management, the role converts technical and operational expertise into accurate, searchable, reusable and user-friendly content.

The role works across Incident, Request, Problem and Change Management to embed knowledge capture and reuse into day-to-day practices, strengthen first-contact resolution and improve self-service. This is an individual-contributor role; Service Desk leadership, staffing, escalation ownership and strategic direction remain with the Senior Lead Associate.

Key Responsibilities

• Execute and continually improve the Knowledge Management roadmap under the direction of the Senior Lead Associate.
• Maintain KM policies, standards, article templates, ownership models, approval workflows and review schedules.
• Govern the complete article lifecycle, including creation, validation, publication, review, update, archive and retirement.
• Maintain taxonomy, metadata, naming and tagging standards to improve findability and consistency.
• Coordinate knowledge health reviews and remediate stale, duplicate, inaccurate or low-value content.
• Embed knowledge capture, reuse and improvement into Incident, Request, Problem and Change workflows.
• Facilitate knowledge harvesting after major incidents, recurring incidents, problem investigations, releases and significant changes.
• Work with Service Desk analysts, subject matter experts, resolver groups and service owners to capture and validate solutions.
• Ensure known errors, workarounds and standard resolutions are converted into governed knowledge where appropriate.
• Support operational readiness by ensuring new or changed services have approved support knowledge before go-live.
• Apply Knowledge-Centred Service principles and coach authors, reviewers and approvers on contribution behaviours and quality standards.
• Curate clear, task-based content for self-service and approved support channels.
• Use search results, user feedback and ticket trends to identify content gaps and improvement priorities.
• Administer and improve ServiceNow KM workflows, including templates, approvals, feedback and lifecycle controls.
• Identify automation opportunities for classification, tagging, review reminders, duplicate detection and content recommendations.
• Support controlled use of AI-assisted knowledge capabilities with human review and governance.
• Maintain measures for article quality, freshness, reuse, findability, contribution and self-service success.
• Produce regular KM reporting and maintain a prioritised improvement backlog for the Senior Lead Associate.

Skills, Knowledge & Expertise

• Mandatory total professional experience: 7 to 12 years.
• Mandatory relevant experience: 4 to 7 years in Knowledge Management, KCS, ITSM knowledge governance, technical content governance or a related discipline.
• Practical experience in an IT Service Desk, technical support or IT operations environment.
• Hands-on experience managing knowledge in ServiceNow Knowledge Management or a comparable enterprise ITSM platform.
• Experience improving KM governance, workflows, taxonomies, article standards and review controls.
• Experience integrating knowledge activities with Incident, Request, Problem and Change Management.
• Experience using reports and analytics to identify knowledge gaps and drive continual improvement.
• Experience facilitating knowledge-harvesting sessions and coaching contributors.
• Minimum education: Bachelor's degree in information technology, Computer Science, Business, Communications or a related discipline.
• Desirable: experience with KCS maturity, self-service portals, enterprise search, chatbots, virtual agents, ServiceNow AI capabilities or global shared services.

Knowledge, Skill, ability

• Strong understanding of ITIL 4 Knowledge Management and its relationship with Service Desk and core ITSM practices.
• Practical knowledge of KCS principles, knowledge lifecycle governance and content quality controls.
• Hands-on understanding of ServiceNow Knowledge Management, article structures, workflows and reporting.
• Ability to design and maintain taxonomies, metadata, tagging structures and content templates.
• Ability to translate complex technical information into concise and audience-appropriate content.
• Strong analytical skills across search, usage, quality, feedback and operational data.
• Strong facilitation, coaching and stakeholder-influencing skills without direct reporting authority.
• Sound understanding of accessibility, version control, auditability and responsible AI governance.

Essential requirement (non-negotiable) *

• Total professional experience within the 7 to 12-year range.
• Minimum 4 years of directly relevant Knowledge Management, KCS or ITSM knowledge-governance experience.
• Hands-on ServiceNow Knowledge Management or comparable enterprise ITSM knowledge-platform experience.
• Practical experience in a Service Desk, technical support or IT operations environment.
• ITIL 4 Foundation certification.
• Strong written communication and ability to simplify technical information.
• Ability to work the stated UK shift from Pune.