Job Summary

Role Summary The Service Desk Knowledge Manager owns the end‑to‑end knowledge management lifecycle to ensure accurate, up‑to‑date, and reusable knowledge assets that improve first‑contact resolution, agent productivity, and user experience. Key Responsibilities Own and govern the Service Desk Knowledge Base lifecycle (create, review, publish, retire) Ensure knowledge articles align with ITIL, client SOPs, and HCL quality standards Drive knowledge reuse to improve FCR, reduce AHT, and minimize ticket rework Review knowledge gaps and collaborate with SMEs, L2/L3 teams, and training Define knowledge standards, templates, and review cadence Track KB health metrics (usage, accuracy, freshness) and publish insights Support transitions, changes, and new service introductions with knowledge readiness Required Skills & Experience Experience in Service Desk or ITSM Knowledge Management roles Strong understanding of ITIL processes and ticket lifecycle Hands‑on experience with ServiceNow Knowledge Management (or similar ITSM tools) Strong documentation, governance, and stakeholder collaboration skills Preferred ITIL Foundation certification Experience supporting global enterprise clients in an outsourced delivery model

Key Responsibilities

Role Summary The Service Desk Knowledge Manager owns the end‑to‑end knowledge management lifecycle to ensure accurate, up‑to‑date, and reusable knowledge assets that improve first‑contact resolution, agent productivity, and user experience. Key Responsibilities Own and govern the Service Desk Knowledge Base lifecycle (create, review, publish, retire) Ensure knowledge articles align with ITIL, client SOPs, and HCL quality standards Drive knowledge reuse to improve FCR, reduce AHT, and minimize ticket rework Review knowledge gaps and collaborate with SMEs, L2/L3 teams, and training Define knowledge standards, templates, and review cadence Track KB health metrics (usage, accuracy, freshness) and publish insights Support transitions, changes, and new service introductions with knowledge readiness Required Skills & Experience Experience in Service Desk or ITSM Knowledge Management roles Strong understanding of ITIL processes and ticket lifecycle Hands‑on experience with ServiceNow Knowledge Management (or similar ITSM tools) Strong documentation, governance, and stakeholder collaboration skills Preferred ITIL Foundation certification Experience supporting global enterprise clients in an outsourced delivery model

Skill Requirements

Required Skills & Experience Experience in Service Desk or ITSM Knowledge Management roles Strong understanding of ITIL processes and ticket lifecycle Hands‑on experience with ServiceNow Knowledge Management (or similar ITSM tools) Strong documentation, governance, and stakeholder collaboration skills

Other Requirements

NA