Service Management

Job Description

Role Knowledge Management

Required Technical Skill Set Knowledge Management / ServiceNow Knowledge Management Module

Location of Requirement Hyderabad, India

Desired Competencies (Technical/Behavioral Competency)

• Configure, customize, and maintain the ServiceNow Knowledge Management module in alignment with organizational needs.
• Develop and implement workflows, templates, and article structures to ensure a consistent and user-friendly knowledge base.
• Oversee the creation, categorization, and curation of knowledge articles, ensuring accuracy, relevance, and compliance with organizational standards. Establish and enforce content lifecycle processes, including review, approval, and archival mechanisms.
• Partner with IT teams, subject matter experts (SMEs), and other stakeholders to identify knowledge needs and gaps.
• Provide guidance to contributors on knowledge creation best practices and ServiceNow functionality. Design and generate dashboards and reports within ServiceNow to track key performance indicators (KPIs) such as article usage, search effectiveness, and knowledge base health.
• Develop and maintain a knowledge management strategy that aligns with ITIL practices and organizational goals.
• Establish policies and guidelines for knowledge management practices, ensuring consistency and adherence across the organization.
• Strong communication and interpersonal skills to engage effectively with stakeholders

Good-To-Have

• ServiceNow Certified System Administrator
• Familiar with ServiceNow Module such as Incident, Problem, Change management and self-service portal