Description
The Knowledge Manager owns the operational governance and full lifecycle of IT knowledge used by Service Desk, resolver teams, and end users. Reporting to the Senior Lead Associate - Service Desk and Knowledge Management, the role converts technical and operational expertise into accurate, searchable, reusable, and user-friendly content; embeds knowledge capture and reuse across Incident, Request, Problem, and Change Management; governs ServiceNow knowledge workflows and content quality; and supports self-service, operational readiness, and continual improvement. The role requires 7–12 years of professional experience, including 4–7 years in knowledge management, KCS, ITSM governance, or a related discipline, along with a bachelor's degree and ITIL 4 Foundation certification.
