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Knowledge Management Lead
Verdantas
Pune, IND
Full-time
Senior · 10+ years experience
Onsite
Discovered 1 weeks ago
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ServiceNowITILKnowledge-Centered Service (KCS)
Key Skills for This Role
ServiceNowITILKnowledge-Centered Service (KCS)Copilot
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- Own the Knowledge Management strategy, roadmap, and operating model aligned with ITIL Knowledge Management practices
- Define and enforce knowledge governance policies, standards, and content guidelines
- Establish and enforce article ownership and accountability, including defined knowledge owners and contributors
- Define knowledge base structure, taxonomy, and access controls within ServiceNow
- Act as the Knowledge Management product owner, balancing platform capabilities and business needs
- Own the day-to-day operation of the ServiceNow Knowledge module, including publishing workflows, approvals, and content governance enforcement
- Own the end-to-end knowledge lifecycle, including creation, review, approval, publication, maintenance, and retirement
- Enforce adherence to lifecycle processes across all teams, including mandatory reviews, approvals, and retirement of outdated content
- Ensure outdated, duplicate, or unused content is identified and addressed
- Establish workflows to support consistent content lifecycle execution across all teams
- Define and enforce content standards for structure, format, and readability
- Ensure all articles are actionable, task-oriented, and audience-appropriate (end users vs. IT staff)
- Establish and maintain a single source of truth by eliminating duplicate or conflicting content
- Ensure knowledge is structured to support search effectiveness and AI/Copilot consumption
- Drive continuous improvement of content quality based on usage and feedback
- Drive adoption of ServiceNow Knowledge across IT and business functions (HR, Finance, Marketing, etc.)
- Partner with business stakeholders to define knowledge use cases, ownership models, and content structures
- Provide training, guidance, and onboarding for knowledge contributors and owners
- Establish ServiceNow as the centralized, authoritative platform for knowledge management across the organization
- Define and scale a federated knowledge ownership model enabling business units to create, manage, and maintain content within a governed framework
- Define and deliver knowledge performance metrics, including:
- Article usage and effectiveness
- Search success and self-service adoption
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