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ITSM Process & Knowledge Management Analyst

3 - 8 years

4 - 7 Lacs

Posted:1 day ago| Platform: Foundit logo

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Skills Required

Work Mode

On-site

Job Type

Full Time

Job Description

Key Responsibilities:

ITSM Process Management:

  • Design, document, implement, and maintain core ITSM processes (e.g., Incident, Problem, Change, Request Fulfillment, Service Catalog).
  • Monitor and analyze ITSM process performance; provide regular reporting and recommendations for improvement.
  • Facilitate process audits and ensure alignment with ITIL best practices.
  • Work with process owners and stakeholders to ensure cross-functional alignment and process efficiency.
  • Support process training and onboarding for IT staff.

Knowledge Management:

  • Develop and maintain a structured Knowledge Management (KM) strategy and governance model.
  • Design and manage the knowledge base structure, taxonomy, and workflows.
  • Coordinate with Subject Matter Experts (SMEs) to capture, curate, and review knowledge articles.
  • Promote knowledge reuse and ensure content is accurate, accessible, and up-to-date.
  • Implement feedback and continuous improvement loops for knowledge content.

Tool & System Support:

  • Support configuration and optimization of ITSM platforms (e.g., ServiceNow, BMC Remedy, Cherwell, Jira Service Management).
  • Ensure integration of KM processes with other ITSM processes and tools.
  • Provide user support and troubleshooting for ITSM and KM tools.

Qualifications:

  • Bachelor's degree in Information Technology, Computer Science, or related field.
  • 3+ years of experience in ITSM and/or Knowledge Management roles.
  • ITIL Foundation Certification required (Intermediate or Expert preferred).
  • Experience with ITSM platforms (e.g., ServiceNow, BMC, Jira).
  • Strong analytical, documentation, and communication skills.
  • Experience in developing or managing Knowledge Bases using KCS (Knowledge-Centered Service) principles is a plus.

Soft Skills:

  • Strong organizational and problem-solving abilities
  • Ability to work independently and collaboratively
  • Excellent interpersonal and stakeholder management skills
  • Continuous improvement mindset

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