Overview:
The IT Knowledge Manager develops and optimizes the knowledge ecosystem that supports IT service delivery and employee self‑service. They lead the adoption of AI-especially ServiceNow Now Assist-to elevate knowledge creation, retrieval, and support outcomes for both IT teams and end users.
Responsibilities:
AI‑Enabled Knowledge Transformation
* Lead the implementation and optimization of AI capabilities in ServiceNow, including Now Assist for knowledge generation, summarization, and retrieval.
* Identify opportunities to use AI to streamline IT research, troubleshooting, and documentation workflows.
* Partner with IT End User Services and other departments involved in IT services to advance an AI‑driven knowledge strategy aligned with service delivery goals.
Knowledge Management Strategy & Governance
* Own the strategy, standards, and lifecycle processes for internal IT and end‑user facing knowledge bases.
* Establish and enforce taxonomy, metadata, and lifecycle governance, leveraging AI to identify improvements and strengthen adherence.
* Improve knowledge base structure and navigation using AI insights to enhance usability and search performance.
Content Development & Optimization
* Create, revise, consolidate, and retire knowledge articles to ensure clarity, accuracy, and alignment with IT processes.
* Use AI‑powered analysis to detect redundant or outdated content and prioritize cleanup.
* Draft new articles with technical steps, troubleshooting guidance, and process instructions tailored to IT or end‑user audiences.
* Collaborate with system owners and IT leads across the organization to document support procedures, incorporating AI‑assisted content generation where appropriate.
Leftward Shift & Service Desk Enablement
* Expand high‑quality self‑service content and improve First Level Resolution using AI‑driven ticket and trend analysis.
* Partner with Service Desk leadership and other IT departments to reduce escalations through targeted knowledge development.
* Coach Service Desk and IT staff on effective knowledge creation, usage, and AI‑assisted authoring.
Knowledge Base Architecture & Continuous Improvement
* Enhance or redesign knowledge base structures to support new services or organizational changes.
* Use analytics and AI insights to monitor usage, identify gaps, and guide continuous improvement.
* Lead small pilots to test new workflows, AI features, or content models.
Knowledge and Event-Related Communications
* Draft and edit clear, concise Service Desk communications, including announcements regarding technical and service capabilities, system or service availability updates, and incident advisories.
* Use AI tools to accelerate drafting and ensure communications are accessible to non‑technical audiences.
Qualifications:
Education or Experience
* Associate or bachelor's degree in a STEM field, Information Systems, Technical Communications, or related discipline or equivalent professional experience.
* At least 8-10 years of experience in IT service delivery, knowledge management, technical writing, or Service Desk operations.
* At least two years of experience with an industry-standard Knowledge Management tool; experience with ServiceNow Knowledge Management and Now Assist strongly preferred.
* ITIL Foundations familiarity preferred; certification is a plus.
* Basic project management experience required.
Required Skills and Abilities
* Exceptional English written and verbal communication skills, with the ability to translate complex technical concepts into clear, user‑friendly content.
* Strong analytical and critical‑thinking skills, including the ability to interpret and apply AI‑generated insights.
* Ability to work effectively in a global, cross‑functional environment.
* Highly organized with strong time‑management skills and the ability to manage multiple tasks.
* Solid understanding of IT support processes and troubleshooting methodologies.
* Comfort with emerging technologies, especially AI and automation within ServiceNow.
* Normal business hours for this role should be the EMEA shift from 12:30pm to 9:30pm IST, and this role will be required to be on-site Tuesday-Thursday.
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