Job Summary

The Knowledge Lead is responsible for governing, maintaining, and continuously improving the organization\'s knowledge management ecosystem. This role ensures the accuracy, quality, accessibility, and lifecycle management of knowledge articles, knowledge tasks, and service documentation while supporting operational excellence across service delivery teams. The Knowledge Lead works closely with service owners, subject matter experts, support teams, and business stakeholders to drive knowledge creation, validation, publication, retirement, and continuous improvement initiatives. The role also oversees knowledge governance processes, monitors knowledge quality metrics, manages stakeholder communications, and enables effective knowledge sharing across the organization

Key Responsibilities

Lead end-to-end Knowledge Management operations and governance. Review, edit, format, approve, and publish knowledge base articles in accordance with established standards and guidelines. Manage knowledge requests, knowledge demand intake, and article lifecycle processes. Monitor and process Knowledge Tasks (KTASKs), article updates, retirements, and periodic reviews. Maintain knowledge repositories, shared mailboxes, and knowledge management tools. Analyze knowledge quality, user feedback, and usage trends to identify improvement opportunities. Coordinate with authors, service owners, and support teams to ensure content accuracy and completeness. Manage article translation and localization activities where required. Develop and maintain operational reports, dashboards, and knowledge performance metrics. Facilitate knowledge governance meetings and stakeholder reviews. Drive adherence to Knowledge Management best practices and organizational standards. Support onboarding and training of new Knowledge Managers and Knowledge Analysts. Ensure timely response to knowledge-related inquiries and escalations. Partner with Service Delivery, Operations, and Business teams to improve self-service and knowledge adoption. Contribute to continuous service improvement initiatives through effective knowledge management practices.

Skill Requirements

 Knowledge Management and Knowledge-Centered Service (KCS) practices. Strong documentation, content review, and editorial skills. ServiceNow Knowledge Management experience. Knowledge article lifecycle management. Stakeholder management and communication skills. Reporting, analytics, and trend analysis. Process improvement and governance experience. Strong organizational and prioritization abilities. Training, coaching, and mentoring capabilities. Problem-solving and decision-making skills.

Other Requirements

Experience managing shared mailboxes and operational queues.