Senior Associate – Knowledge Management (DevOps)

About the role

The Knowledge Manager owns the operational governance and full lifecycle of IT knowledge used by the Service Desk, resolver teams and end users. Reporting to the Senior Lead Associate – Service Desk and Knowledge Management, the role translates technical and operational expertise into accurate, searchable, reusable and user‑friendly content.

Key responsibilities

• Execute and continuously improve the Knowledge Management roadmap.
• Maintain KM policies, standards, article templates, ownership models and review schedules.
• Govern the complete article lifecycle from creation to retirement.
• Maintain taxonomy, metadata, naming and tagging standards to improve findability.
• Coordinate knowledge health reviews and remediate stale or duplicate content.
• Embed knowledge capture into Incident, Request, Problem and Change workflows.
• Facilitate knowledge harvesting after major incidents, problem investigations and releases.
• Administer and improve ServiceNow KM workflows, including templates and approvals.
• Identify automation opportunities for classification, tagging and content recommendations.
• Produce regular KM reporting and maintain a prioritized improvement backlog.

Required profile

• 7‑12 years total professional experience, with 4‑7 years in Knowledge Management, KCS or ITSM knowledge governance.
• Hands‑on experience managing knowledge in ServiceNow Knowledge Management or a comparable enterprise ITSM platform.
• Practical experience in an IT Service Desk, technical support or IT operations environment.
• Bachelor’s degree in IT, Computer Science, Business, Communications or related field.
• ITIL 4 Foundation certification.
• Ability to work the stated UK shift from Pune.

Required skills

• ServiceNow Knowledge Management
• ITIL 4 Foundation
• KCS principles
• ITSM processes
• Enterprise search, chatbots and virtual agents