Job Summary

Knowledge  Manager

• The Knowledge Manager / Process Owner is responsible for defining and driving the long-term strategy for Knowledge Management within Technical Operations.
• This role focuses on establishing standardized procedures, tools, and governance frameworks to ensure effective capture, reuse, and optimization of organizational knowledge.
• The position involves enhancing knowledgebase usability, improving integration with ITSM processes (Incident, Problem, Change), and ensuring alignment with service management practices and audit requirements.
• The Knowledge Manager plays a key role in driving adoption across service desk and resolver groups, promoting knowledge-sharing culture, and ensuring consistent usage of knowledge assets.
• The role also includes collaboration with tool teams to optimize workflows, reporting, and automation, along with continuous improvement of policies, procedures, and knowledge lifecycle management.
• A strong understanding of ITSM processes, governance, and ServiceNow capabilities is essential, along with the ability to influence without authority and drive cross-functional alignment.

Key Responsibilities

1. Provide Advanced Technical Support For Snow Administration By Implementing Best Practices And Troubleshooting Techniques To Resolve Complex Incidents, Ensuring Adherence To Quality Standards And Regulatory Requirements.
2. Conduct Root Cause Analysis On Escalated Incidents, Leveraging Javascript And Rest/Soap Api Integrations To Develop Effective Solutions For Technical And Security Issues.
3. Manage And Update The Knowledge Base, Ensuring That Documentation Is Current And Comprehensive, While Also Training And Coaching Analysts To Enhance Their Support Capabilities.
4. Resolve Complex Support Tickets Within Agreed Slas By Collaborating With Cross-Functional Teams, Maintaining Security Posture, And Ensuring Seamless Operations.
5. Foster A Positive Customer Experience By Achieving First Call Resolution And Minimizing Rejected Resolutions And Case Reopens, While Effectively Addressing Security Threats.

Skill Requirements

• Define and drive the long-term Knowledge Management strategy, including tools, processes, and governance.
• Develop and standardize templates and formats for knowledge submissions across technology tracks.
• Enhance Knowledge Management tools and search capabilities to improve usability and integration with Incident and Problem Management.
• Drive knowledge submission campaigns and implement reward & recognition programs to encourage contributions.
• Periodically review knowledgebase effectiveness, usability, and defects, and implement improvements.
• Promote adoption and enforce usage of the knowledgebase across Service Desk and resolver groups.
• Establish housekeeping procedures to remove obsolete knowledge and maintain relevance.
• Optimize linking of knowledge articles with Configuration Items (CIs), incidents, problems, and categorization structures.
• Define and enforce approval workflows and standardization processes for knowledge submissions.
• Continuously improve policies and procedures for knowledge creation, retrieval, and lifecycle management.
• Explore integration with external knowledge sources, including vendor and third-party content.
• Reduce reliance on ad-hoc or decentralized knowledge storage by driving centralized knowledge practices.
• Maintain and manage process documentation, version control, and formal approval mechanisms.
• Ensure documentation is accessible, simplified, and user-friendly for operational teams.
• Work with tool teams to identify and implement system enhancements, customizations, and workflow optimizations.
• Raise and track RFCs for tool improvements and maintain audit trails of changes and releases.
• Develop use cases, test cases, and support tool release management activities.
• Communicate SLA targets, KPIs, and process expectations to relevant stakeholders.
• Generate and publish performance reports, analyse gaps, and drive continuous improvement.

Other Requirements

Align Knowledge Management processes with ITIL standards and organizational service management frameworks. Capture and incorporate customer and stakeholder feedback to enhance knowledge processes. Drive awareness, training, and continuous improvement initiatives across teams. Qualifications / Requirements ITIL Foundation Certification (preferred) Strong understanding of Knowledge Management and ITSM processes Experience with ServiceNow Knowledge Management and related modules Knowledge of workflow design, process optimization, and governance frameworks Strong analytical, documentation, and problem-solving skills Experience in tool customization, reporting, and data analysis Excellent communication and stakeholder management skills Ability to collaborate across teams without direct authority Experience in enterprise service delivery environments and global operations Strong focus on process complianc