Chennai, Tamil Nadu
Job Summary
The ITSD Knowledge Manager is responsible for establishing, governing, and continuously improving the Knowledge Management (KM) practice within the IT Service Desk and broader ITSM organization. The role ensures that technical knowledge, troubleshooting procedures, known errors, standard operating procedures (SOPs), and service documentation are created, maintained, and made easily accessible to support teams and end users. This position drives knowledge reuse, improves first-call resolution, reduces incident resolution times, and promotes self-service adoption across the organization.
Key Responsibilities
Own and manage the IT Service Desk Knowledge Management process in alignment with ITIL best practices. Develop, maintain, and govern the centralized knowledge base, ensuring content accuracy, completeness, and usability. Establish knowledge article creation, review, approval, and retirement workflows. Collaborate with Incident, Problem, Change, Application, Infrastructure, and Support teams to capture and document technical knowledge. Drive Knowledge-Centered Service (KCS) practices to improve knowledge capture during incident resolution. Conduct regular knowledge audits and quality reviews to ensure content relevance and compliance. Analyze knowledge usage metrics and identify opportunities to improve knowledge effectiveness and self-service adoption. Support major incident reviews by documenting workarounds, root causes, and permanent resolutions. Develop reporting and dashboards to measure KM KPIs such as knowledge utilization, article effectiveness, ticket deflection, and self-help success rates. Train support teams on knowledge management processes, tools, and knowledge-sharing best practices. Facilitate knowledge sharing through workshops, communities of practice, and continuous improvement initiatives. Ensure compliance with organizational standards, security policies, and documentation requirements.
Skill Requirements
Strong understanding of ITIL/ITSM processes (Incident, Problem, Change, Request, and Knowledge Management). Experience with ServiceNow, Remedy, or other ITSM platforms. Excellent technical writing and documentation skills. Strong analytical, reporting, and stakeholder management capabilities. Knowledge of SharePoint, Microsoft 365, Confluence, or similar knowledge management tools. Ability to translate complex technical concepts into easy-to-understand knowledge articles. Strong communication, training, and collaboration skills.
Other Requirements
N/A
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