Subject Matter Expert (Tools&Automation)
India
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Job Description
Subject Matter Expert (Tools&Automation)
Madurai, Tamil Nadu

Job Summary

A ServiceNow Knowledge Management (KM) job description focuses on designing, implementing, and governing the platform\'s knowledge base to ensure efficient information sharing, searchability, and content accuracy. Key duties include managing article lifecycles, establishing taxonomies, configuring workflows, and utilizing analytics to improve self-service adoption.

Key Responsibilities

 Platform Administration: Configuring ServiceNow knowledge bases, managing user criteria for access control, and setting up publishing/approval workflows.\r\nContent Lifecycle Governance: Managing the creation, review, publishing, and retirement of knowledge articles to ensure accuracy and compliance.\r\nStructure & Taxonomy: Creating and maintaining knowledge base categories, templates, and tagging conventions for optimized searchability.\r\nPerformance Analytics: Reporting on metrics such as article usage, feedback ratings, and gap analysis to improve content effectiveness.\r\nSystem Integration: Integrating KM with Incident, Problem, and Change modules to automate knowledge creation from resolutions.\r\nSupport & Training: Coaching users on Knowledge-Centered Service (KCS) standards and effective article authoring

Skill Requirements

ServiceNow Experience: Proven experience administering the ServiceNow Knowledge Management module.\r\nTechnical Knowledge: Understanding of HTML, XML, and ITIL processes.\r\nSkills: Strong technical editing, content strategy, and analytical skills.\r\nRole-Specific Knowledge: Familiarity with ServiceNow roles

Other Requirements

NA
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Information at a Glance

Why HCLTech?

At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first.

HCLTech is a global technology company, home to more than 226,300 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending December 2025 totaled $14.5 billion.
23 Benefits At HCLTech, we believe in empowering our employees with comprehensive benefits that support their professional growth and enhance their well-being. When you sign up for a career with us, you gain access to: https://rmkcdn.successfactors.com/147eb21f/a701dca9-f32d-4fc9-9447-6.svg Industry-benchmarked compensation https://rmkcdn.successfactors.com/147eb21f/b0c54381-ddcc-4a33-9b35-9.svg Best-in-class healthcare benefits https://rmkcdn.successfactors.com/147eb21f/b73027be-7aae-4d36-a090-4.svg Personal time off https://rmkcdn.successfactors.com/147eb21f/d5b4fdfd-2e99-4e26-9878-9.svg Maternity and paternity benefits https://rmkcdn.successfactors.com/147eb21f/3d42b0fc-4652-435a-9ece-c.svg Access to skills / higher education programs/resources https://rmkcdn.successfactors.com/147eb21f/aeddeaf2-9e25-4584-ad11-d.svg Discounts on products and services via Benefit Box https://rmkcdn.successfactors.com/147eb21f/a9609a3b-2700-4b3c-9d90-a.svg Participate in CSR programs and live life with a purpose https://rmkcdn.successfactors.com/147eb21f/c6e33851-710f-4634-bd69-f.svg Opportunities to grow and advance your career Note: The benefits listed above vary depending on the nature of your employment and the country where you work. Some benefits may be available in some countries but not in all.