Senior Associate -DevOps

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 converts technical and operational expertise into accurate, searchable, reusable and user-friendly content.

The role works across Incident, Request, Problem and Change Management to embed knowledge capture and reuse into day-to-day practices, strengthen first- contact resolution and improve self-service. This is an individual-contributor role; Service Desk leadership, staffing, escalation ownership and strategic direction remain with the Senior Lead Associate.

Key Responsibilities

• Execute and continually improve the Knowledge Management roadmap under the direction of the Senior Lead Associate.
• Maintain KM policies, standards, article templates, ownership models, approval workflows and review schedules.
• Govern the complete article lifecycle, including creation, validation, publication, review, update, archive and retirement.
• Maintain taxonomy, metadata, naming and tagging standards to improve findability and consistency.
• Coordinate knowledge health reviews and remediate stale, duplicate, inaccurate or low-value content.
• Embed knowledge capture, reuse and improvement into Incident, Request, Problem and Change workflows.
• Facilitate knowledge harvesting after major incidents, recurring incidents, problem investigations, releases and significant changes.
• Work with Service Desk analysts, subject matter experts, resolver groups and service owners to capture and validate solutions.
• Ensure known errors, workarounds and standard resolutions are converted into governed knowledge where appropriate.
• Support operational readiness by ensuring new or changed services have approved support knowledge before go-live.
• Apply Knowledge-Centred Service principles and coach authors, reviewers and approvers on contribution behaviours and quality standards.
• Curate clear, task-based content for self-service and approved support channels.
• Use search results, user feedback and ticket trends to identify content gaps and improvement priorities.
• Administer and improve ServiceNow KM workflows, including templates, approvals, feedback and lifecycle controls.
• Identify automation opportunities for classification, tagging, review reminders, duplicate detection and content recommendations.
• Support controlled use of AI-assisted knowledge capabilities with human review and governance.
• Maintain measures for article quality, freshness, reuse, findability, contribution and self-service success.
• Produce regular KM reporting and maintain a prioritised improvement backlog for the Senior Lead Associate.

Experience & Education*

• 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.

Skills, Knowledge & Expertise

• 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.

**Essential requirement (non-negotiable) ***

• 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.