Knowledge Management Lead

Join Verdantas – A Top #ENR 73 Firm,

We at Verdantas, seeking for a Knowledge Management Lead to lead ServiceNow Knowledge Management, driving governance, content quality, self-service, and AI/Copilot-enabled knowledge solutions.

Key Responsibilities:

Knowledge Governance & Management

• Own the Knowledge Management strategy, roadmap, and operating model aligned with ITIL Knowledge Management practices
• Define and enforce knowledge governance policies, standards, and content guidelines
• Establish and enforce article ownership and accountability, including defined knowledge owners and contributors
• Define knowledge base structure, taxonomy, and access controls within ServiceNow
• Act as the Knowledge Management product owner, balancing platform capabilities and business needs
• Own the day-to-day operation of the ServiceNow Knowledge module, including publishing workflows, approvals, and content governance enforcement

Knowledge Lifecycle Management

• Own the end-to-end knowledge lifecycle, including creation, review, approval, publication, maintenance, and retirement
• Enforce adherence to lifecycle processes across all teams, including mandatory reviews, approvals, and retirement of outdated content
• Ensure outdated, duplicate, or unused content is identified and addressed
• Establish workflows to support consistent content lifecycle execution across all teams

Content Standards & Quality Management

• Define and enforce content standards for structure, format, and readability
• Ensure all articles are actionable, task-oriented, and audience-appropriate (end users vs. IT staff)
• Establish and maintain a single source of truth by eliminating duplicate or conflicting content
• Ensure knowledge is structured to support search effectiveness and AI/Copilot consumption
• Drive continuous improvement of content quality based on usage and feedback

Cross-Functional Adoption & Enablement

• Drive adoption of ServiceNow Knowledge across IT and business functions (HR, Finance, Marketing, etc.)
• Partner with business stakeholders to define knowledge use cases, ownership models, and content structures
• Provide training, guidance, and onboarding for knowledge contributors and owners
• Establish ServiceNow as the centralized, authoritative platform for knowledge management across the organization
• Define and scale a federated knowledge ownership model enabling business units to create, manage, and maintain content within a governed framework

Reporting, Metrics & Continuous Improvement

• Define and deliver knowledge performance metrics, including:
• Article usage and effectiveness
• Search success and self-service adoption
• Content quality and lifecycle compliance
• Provide reporting and insights to leadership on knowledge health and adoption
• Drive knowledge base cleanup initiatives, including duplicate removal, content improvement, and ownership alignment
• Continuously improve processes based on data, trends, and stakeholder feedback
• Track and report on article ownership, coverage, and contribution activity across teams

Service Integration & Platform Ownership

• Drive integration of knowledge into Incident, Request, and Problem Management processes to improve resolution efficiency and consistency
• Ensure alignment with Problem Management, including creation and maintenance of Known Error and workaround articles
• Partner with Service Desk to improve knowledge usage during ticket resolution
• Collaborate with ServiceNow platform teams on enhancements, workflows, and automation
• Support integration of knowledge with Copilot and AI-driven service experiences

Leadership & Stakeholder Engagement

• Act as the primary Knowledge Management subject matter expert
• Facilitate cross-functional working sessions to define standards, ownership, and expectations
• Provide regular updates to leadership on knowledge performance and adoption
• Establish and maintain a sustainable Knowledge Management operating model

Education and Experience:

• Bachelor's degree in computer science or IT or degree in a relevant field.
• 10+ years of experience in IT Service Management or Knowledge Management
• Hands-on experience with ServiceNow Knowledge Management or similar platforms
• Experience defining and implementing governance frameworks and content standards
• Experience driving cross-functional adoption and change management initiatives

Technical Skills

Strong understanding of:

• Knowledge lifecycle management
• Content governance and quality standards
• Search optimization and usability best practices

Familiarity with:

• ServiceNow ITSM processes (Incident, Change, Problem)
• Knowledge-centered service (KCS) or similar methodologies
• Reporting and analytics tools

Certifications (Preferred)

• ServiceNow Certified System Administrator
• ITIL 4 Foundation or higher
• Knowledge Management or KCS certification (preferred)

Location and Work Set-up

• Pune, Maharashtra, India
• Work Mode: In Office