ITSM Knowledge Management Associate / Senior Associate

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 under senior guidance.
• Maintain KM policies, standards, article templates, ownership models, approval workflows and review schedules.
• Govern the complete article lifecycle: creation, validation, publication, review, update, archive and retirement.
• Maintain taxonomy, metadata, naming and tagging standards to enhance findability.
• Coordinate knowledge health reviews and remediate stale, duplicate or low‑value content.
• Embed knowledge capture and reuse 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, approvals and feedback loops.
• Identify automation opportunities for classification, tagging, review reminders and duplicate detection.
• 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 or a comparable enterprise ITSM platform.
• Practical experience in a Service Desk, technical support or IT operations environment.
• ITIL 4 Foundation certification and strong written communication skills.
• Ability to work the stated UK shift from Pune.

Required skills

• ServiceNow Knowledge Management (article structures, workflows, reporting).
• ITIL 4 Knowledge Management principles.
• KCS (Knowledge‑Centered Service) methodology.
• Taxonomy design, metadata and tagging.
• Analytics and reporting to identify knowledge gaps.
• AI‑assisted knowledge capabilities with human governance.