Job Description

Job Summary

Create, update, and maintain knowledge articles and SOPs • Ensure accuracy and completeness of knowledge base content • Manage knowledge lifecycle including creation, validation, and retirement • Perform periodic review and cleanup of outdated knowledge articles • Capture resolutions from incidents and problems into knowledge articles • Support incident and problem management through knowledge reuse • Review and validate knowledge articles for quality and consistency • Promote usage of knowledge articles for faster issue resolution • Generate reports on knowledge usage and effectiveness • Coordinate with SMEs and IT teams for knowledge creation

Key Responsibilities

The ITSM Process Manager L2 (Knowledge Management) is responsible for execution and governance support of Knowledge Management processes within a managed services environment. The role focuses on knowledge lifecycle management, knowledge base accuracy, and integration with ITSM processes while ensuring SLA adherence and continuous service improvement.

Skill Requirements

Experience in ITSM Knowledge Management processes • Strong knowledge of ITIL Knowledge Management practices • Experience in document creation and SOP management • Familiarity with ITSM tools (ServiceNow preferred) • Analytical and documentation skills

Other Requirements

4–7 years in ITSM / Knowledge Management roles in enterprise environments Key KPIs • Number of knowledge articles created and updated • Knowledge reuse rate • Reduction in repeat incidents • SLA adherence for knowledge updates • Accuracy and audit compliance of knowledge base