Knowledge Manager
Core
Own, develop, and evolve the enterprise IT Knowledge Strategy to drive first-time fix, shift-left, and self-service outcomes by treating knowledge as a strategic asset.
Role type
Senior IT Knowledge Manager (ITSM & ServiceNow)
Builds
Global IT Knowledge Management Strategy, reusable knowledge articles, self-service portals, and AI-enabled knowledge tools.
Domain
Information Technology / IT Service Management / Knowledge Management
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
ITIL 4, Knowledge-Centred Service (KCS), ServiceNow Knowledge Management, stakeholder management, process governance, KPI definition, team coaching, supplier management
Preferred skills
Advanced ITIL certification, KCS certification, AI/automation tool implementation, global organization KM strategy, shift-left initiatives
Technologies
ServiceNow, ITIL 4, KCS, AI-powered knowledge suggestions, Virtual Agents, Chatbots
Responsibilities
Define and enforce knowledge governance standards; manage the end-to-end knowledge lifecycle; optimize ServiceNow knowledge capabilities; lead shift-left and self-service initiatives; manage SLAs/OLAs for knowledge operations; develop team capability in KCS practices.
Seniority
Senior, hands-on IC with strategic oversight