ITSM - Knowledge Management - Associate/Senior Associate

Skills, Knowledge & Expertise

• Mandatory total professional experience: 7 to 12 years.
• Mandatory relevant experience: 4 to 7 years in Knowledge Management, KCS, ITSM knowledge governance, technical content governance or a related discipline.
• Practical experience in an IT Service Desk, technical support or IT operations environment.
• Hands-on experience managing knowledge in ServiceNow Knowledge Management or a comparable enterprise ITSM platform.
• Experience improving KM governance, workflows, taxonomies, article standards and review controls.
• Experience integrating knowledge activities with Incident, Request, Problem and Change Management.
• Experience using reports and analytics to identify knowledge gaps and drive continual improvement.
• Experience facilitating knowledge-harvesting sessions and coaching contributors.
• Minimum education: Bachelor's degree in information technology, Computer Science, Business, Communications or a related discipline.
• Desirable: experience with KCS maturity, self-service portals, enterprise search, chatbots, virtual agents, ServiceNow AI capabilities or global shared services.
• Strong understanding of ITIL 4 Knowledge Management and its relationship with Service Desk and core ITSM practices.
• Practical knowledge of KCS principles, knowledge lifecycle governance and content quality controls.
• Hands-on understanding of ServiceNow Knowledge Management, article structures, workflows and reporting.
• Ability to design and maintain taxonomies, metadata, tagging structures and content templates.
• Ability to translate complex technical information into concise and audience-appropriate content.
• Strong analytical skills across search, usage, quality, feedback and operational data.
• Strong facilitation, coaching and stakeholder-influencing skills without direct reporting authority.
• Sound understanding of accessibility, version control, auditability and responsible AI governance.
• Total professional experience within the 7 to 12-year range.
• Minimum 4 years of directly relevant Knowledge Management, KCS or ITSM knowledge-governance experience.
• Hands-on ServiceNow Knowledge Management or comparable enterprise ITSM knowledge-platform experience.
• Practical experience in a Service Desk, technical support or IT operations environment.
• ITIL 4 Foundation certification.
• Strong written communication and ability to simplify technical information.
• Ability to work the stated UK shift from Pune.