Knowledge Manager

Job Description

Job Title: Knowledge Manager Location: Pune / Bengaluru / Mumbai / Hyderabad / Chennai Experience Required: 3–5 Years Department: IT Service Management Notice: Immediate to 30 days Detailed Job Description Process Overview: The Knowledge Management (KM) process aims to improve operational efficiency and decision-making by ensuring secure, reliable, and readily accessible knowledge across the service lifecycle. It reduces redundancy, preserves organizational knowledge, and enhances the quality of services delivered. Key Roles & Responsibilities: Manage day-to-day operations related to the Knowledge Management process. Lead knowledge gap analysis and oversee knowledge transfer activities. Evaluate KM performance metrics against defined critical success factors (CSFs). Ensure proper integration with other ITSM processes and business functions to capture, manage, and share knowledge effectively. Review and continuously improve KM processes, tools, and methodologies. Lead the KM function within the department, managing team performance and skill development. Ensure all knowledge articles and items are accessible, relevant, and up-to-date. Plan, implement, and maintain support for KM tools and systems. Promote a knowledge-sharing culture across service provider teams and stakeholders. Approve and validate knowledge artifacts before they are published in the knowledge base. Identify and recommend opportunities for process and content improvement based on feedback and analysis. Required Candidate Profile: 3–5 years of relevant experience as a Knowledge Manager. In-depth understanding of ITIL® V3 or ITIL® 4 frameworks and service lifecycle modules. Strong communication (written & verbal) and interpersonal skills. Proven ability to act as a liaison between internal teams and external customers. Demonstrated leadership in driving KM initiatives across cross-functional teams. Skills Required: Solid understanding of IT Service Management (ITSM) principles. Hands-on experience with ITSM ticketing tools (e.g., ServiceNow, BMC Remedy, etc.). Excellent organizational and customer service skills. Familiarity with availability management processes in complex environments. Professional Certifications: ITIL® Intermediate or Expert Level Certification (Mandatory). Certification in any leading ITSM tool (Preferred). Show more Show less