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 expertise into searchable, reusable content; governs articles, taxonomies, metadata, workflows, and quality; embeds knowledge capture and reuse across Incident, Request, Problem, and Change Management; and improves self-service and operational readiness. 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 ServiceNow experience, ITIL 4 Foundation certification, and a bachelor's degree.
