Job Summary
: Role Summary The Knowledge Management Specialist is responsible for establishing, maintaining, and governing a robust knowledge ecosystem to support retail IT operations. The role ensures creation, validation, and continuous improvement of knowledge assets to enable faster incident resolution, improve first-call resolution (FCR), and drive shift-left strategies. This position plays a critical role in enabling support teams across Retail Touchpoints such as POS, BOS, HOS, KMS, and RAP, ensuring that knowledge is accurate, accessible, and aligned with evolving business and technology needs. Key Responsibilities Own the end-to-end lifecycle of knowledge assets (creation, review, validation, publishing, retirement) ensuring accuracy, relevance, and alignment with retail systems Develop and maintain structured knowledge content (troubleshooting guides, SOPs, runbooks, self-help materials) for POS, BOS, HOS, KMS, and retail applications Train AI BOT to enable self-service adoption through KB optimization, indexing and relevant meta search keywords Continuously optimize knowledge base articles for AI adoption Leverage relevant ITSM platform to gather KB feedback from end users, analysis and update specific KB’s Drive shift-left strategy by enabling support teams with reusable knowledge to improve First Contact Resolution (FCR) and reduce incident resolution time Collaborate with Service Desk, resolver teams, SMEs, and Problem Management to capture solutions and convert them into standardized knowledge articles Establish governance frameworks including review cycles, validation, approvals, duplication control, and periodic audits for quality and compliance Monitor and analyze knowledge metrics (usage, feedback, reuse, lifecycle status) and build dashboards to track adoption and effectiveness Provide data-driven insights to improve knowledge maturity, reduce incident volumes, and enhance service efficiency Ensure knowledge coverage across distributed retail environments, supporting critical operations like POS transactions, payments, and store systems Promote knowledge adoption through training, awareness initiatives, and integration with ITSM tools, self-service portals, and virtual assistants Integrate knowledge management with ITSM processes (Incident, Problem, Service Request) and drive continuous improvement in content quality and user/agent experience Skills & Experience 3–6 years in Knowledge Management / ITSM roles Strong understanding of ITIL Knowledge Management practices Experience in retail IT environments (POS, BOS, HOS, KMS, RAP) Hands-on experience with ITSM tools (ServiceNow preferred) and knowledge base platforms Strong analytical, documentation, and communication skills with ability to convert technical solutions into user-friendly content
Key Responsibilities
: Role Summary The Knowledge Management Specialist is responsible for establishing, maintaining, and governing a robust knowledge ecosystem to support retail IT operations. The role ensures creation, validation, and continuous improvement of knowledge assets to enable faster incident resolution, improve first-call resolution (FCR), and drive shift-left strategies. This position plays a critical role in enabling support teams across Retail Touchpoints such as POS, BOS, HOS, KMS, and RAP, ensuring that knowledge is accurate, accessible, and aligned with evolving business and technology needs. Key Responsibilities Own the end-to-end lifecycle of knowledge assets (creation, review, validation, publishing, retirement) ensuring accuracy, relevance, and alignment with retail systems Develop and maintain structured knowledge content (troubleshooting guides, SOPs, runbooks, self-help materials) for POS, BOS, HOS, KMS, and retail applications Train AI BOT to enable self-service adoption through KB optimization, indexing and relevant meta search keywords Continuously optimize knowledge base articles for AI adoption Leverage relevant ITSM platform to gather KB feedback from end users, analysis and update specific KB’s Drive shift-left strategy by enabling support teams with reusable knowledge to improve First Contact Resolution (FCR) and reduce incident resolution time Collaborate with Service Desk, resolver teams, SMEs, and Problem Management to capture solutions and convert them into standardized knowledge articles Establish governance frameworks including review cycles, validation, approvals, duplication control, and periodic audits for quality and compliance Monitor and analyze knowledge metrics (usage, feedback, reuse, lifecycle status) and build dashboards to track adoption and effectiveness Provide data-driven insights to improve knowledge maturity, reduce incident volumes, and enhance service efficiency Ensure knowledge coverage across distributed retail environments, supporting critical operations like POS transactions, payments, and store systems Promote knowledge adoption through training, awareness initiatives, and integration with ITSM tools, self-service portals, and virtual assistants Integrate knowledge management with ITSM processes (Incident, Problem, Service Request) and drive continuous improvement in content quality and user/agent experience Skills & Experience 3–6 years in Knowledge Management / ITSM roles Strong understanding of ITIL Knowledge Management practices Experience in retail IT environments (POS, BOS, HOS, KMS, RAP) Hands-on experience with ITSM tools (ServiceNow preferred) and knowledge base platforms Strong analytical, documentation, and communication skills with ability to convert technical solutions into user-friendly content