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Knowledge Management Lead

Verdantas
Pune, IND
Full-time
Senior · 10+ years experience
Onsite
Discovered 1 months ago
ServiceNowITILKnowledge-Centered Service (KCS)Copilot

Full Job Posting

  • Own the Knowledge Management strategy, roadmap, and operating model aligned with ITIL Knowledge Management practices
  • Define and enforce knowledge governance policies, standards, and content guidelines
  • Establish and enforce article ownership and accountability, including defined knowledge owners and contributors
  • Define knowledge base structure, taxonomy, and access controls within ServiceNow
  • Act as the Knowledge Management product owner, balancing platform capabilities and business needs
  • Own the day-to-day operation of the ServiceNow Knowledge module, including publishing workflows, approvals, and content governance enforcement
  • Own the end-to-end knowledge lifecycle, including creation, review, approval, publication, maintenance, and retirement
  • Enforce adherence to lifecycle processes across all teams, including mandatory reviews, approvals, and retirement of outdated content
  • Ensure outdated, duplicate, or unused content is identified and addressed
  • Establish workflows to support consistent content lifecycle execution across all teams
  • Define and enforce content standards for structure, format, and readability
  • Ensure all articles are actionable, task-oriented, and audience-appropriate (end users vs. IT staff)
  • Establish and maintain a single source of truth by eliminating duplicate or conflicting content
  • Ensure knowledge is structured to support search effectiveness and AI/Copilot consumption
  • Drive continuous improvement of content quality based on usage and feedback
  • Drive adoption of ServiceNow Knowledge across IT and business functions (HR, Finance, Marketing, etc.)
  • Partner with business stakeholders to define knowledge use cases, ownership models, and content structures
  • Provide training, guidance, and onboarding for knowledge contributors and owners
  • Establish ServiceNow as the centralized, authoritative platform for knowledge management across the organization
  • Define and scale a federated knowledge ownership model enabling business units to create, manage, and maintain content within a governed framework
  • Define and deliver knowledge performance metrics, including:
  • Article usage and effectiveness
  • Search success and self-service adoption
  • Content quality and lifecycle compliance
  • Provide reporting and insights to leadership on knowledge health and adoption
  • Drive knowledge base cleanup initiatives, including duplicate removal, content improvement, and ownership alignment
  • Continuously improve processes based on data, trends, and stakeholder feedback
  • Track and report on article ownership, coverage, and contribution activity across teams
  • Drive integration of knowledge into Incident, Request, and Problem Management processes to improve resolution efficiency and consistency
  • Ensure alignment with Problem Management, including creation and maintenance of Known Error and workaround articles
  • Partner with Service Desk to improve knowledge usage during ticket resolution
  • Collaborate with ServiceNow platform teams on enhancements, workflows, and automation
  • Support integration of knowledge with Copilot and AI-driven service experiences
  • Act as the primary Knowledge Management subject matter expert
  • Facilitate cross-functional working sessions to define standards, ownership, and expectations
  • Provide regular updates to leadership on knowledge performance and adoption
  • Establish and maintain a sustainable Knowledge Management operating model
  • Bachelor’s degree in computer science or IT or degree in a relevant field.
  • 10+ years of experience in IT Service Management or Knowledge Management
  • Hands-on experience with ServiceNow Knowledge Management or similar platforms
  • Experience defining and implementing governance frameworks and content standards
  • Experience driving cross-functional adoption and change management initiatives
  • Knowledge lifecycle management
  • Content governance and quality standards
  • Search optimization and usability best practices
  • ServiceNow ITSM processes (Incident, Change, Problem)
  • Knowledge-centered service (KCS) or similar methodologies
  • Reporting and analytics tools

• ServiceNow Certified System Administrator

  • ITIL 4 Foundation or higher
  • Knowledge Management or KCS certification (preferred)

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