US: Service Desk Knowledge Manager
Core
Own and manage the Knowledgebase (KB) for IT Service Desk, End users, and AI Tools/Automation flows, integrating KB with automation initiatives.
Role type
Knowledge Manager (IT Service Desk & AI Automation)
Builds
Knowledgebase articles and integrated automation flows for IT support
Domain
IT Service Management (ITIL) + Artificial Intelligence
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
ITIL Foundation certification, Prompt engineering, Knowledgebase article creation, IT Service Desk Level 1 processes, ServiceNow, Stakeholder communication, Project management basics
Preferred skills
IT Service Desk Level 1 experience, GenAI understanding, Developer feature development knowledge
Technologies
ServiceNow, AI Tools, Automation flows
Responsibilities
Manage Knowledgebase Articles across multiple clients, Research knowledge requirements, Generate reporting, Collaborate with AI tool developers, Lead improvements in KB integration with automation
Seniority
Mid-level, hands-on IC