ITSM - Knowledge Management - Associate/Senior Associate

Davies
Pune
Workplace: OnsiteFull timeFunction: Solutions Engineering & Sales EngineeringExperience: 7-12 yearsEducation: bachelorsSkills: ["Strong written communication","Analytical skills","Facilitation","Coaching","Stakeholder-influencing"]

Own the operational governance and full lifecycle of IT knowledge used by Service Desk and resolver teams. Execute and continually improve the Knowledge Management roadmap by maintaining KM policies, standards, templates, ownership models, and review schedules. Govern article creation through retirement, embed knowledge capture into Incident/Request/Problem/Change, and run knowledge harvesting and health reviews using ServiceNow Knowledge Management and analytics to drive continual improvement.

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Davies
Davies
1 hour ago

ITSM - Knowledge Management - Associate/Senior Associate

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Source: Company careers pageValidated by: Fursa AI
Last checked: 1 hour agoStatus: Live

Job Summary

Own the operational governance and full lifecycle of IT knowledge used by Service Desk and resolver teams. Execute and continually improve the Knowledge Management roadmap by maintaining KM policies, standards, templates, ownership models, and review schedules. Govern article creation through retirement, embed knowledge capture into Incident/Request/Problem/Change, and run knowledge harvesting and health reviews using ServiceNow Knowledge Management and analytics to drive continual improvement.
Location: Pune
Workplace: Onsite
Employment Type: Full time
Job Function: Solutions Engineering & Sales Engineering
Seniority: Mid level

Key Responsibilities

  • •Execute and continually improve the Knowledge Management roadmap under the Senior Lead Associate.
  • •Maintain KM policies, standards, article templates, ownership models, approval workflows, and review schedules.
  • •Govern the complete article lifecycle from creation and validation through publication, review, update, archive, and retirement.
  • •Coordinate knowledge health reviews and remediate stale, duplicate, inaccurate, or low-value content.
  • •Embed knowledge capture and reuse into Incident/Request/Problem/Change workflows, facilitate knowledge harvesting, and produce regular KM reporting with an improvement backlog.

Key Requirements

  • •Total professional experience within 7 to 12 years.
  • •Minimum 4 years of directly relevant Knowledge Management, KCS, or ITSM knowledge-governance experience.
  • •Hands-on ServiceNow Knowledge Management (or comparable enterprise ITSM knowledge-platform) experience.
  • •Practical experience in a Service Desk, technical support, or IT operations environment.
  • •ITIL 4 Foundation certification.
Experience:7-12 yearsITSMKnowledge ManagementServiceNow
Education:Bachelor's in information technology, Computer Science, Business, Communications or a related discipline
Skills:Strong written communicationAnalytical skillsFacilitationCoachingStakeholder-influencing
Certifications:ITIL 4 Foundation
Tech Stack:ServiceNow Knowledge ManagementITIL 4KCSIncident ManagementRequest ManagementProblem ManagementChange ManagementService DeskTaxonomiesMetadataTaggingAccessibilityVersion control

Company Brief

Davies
Davies is a specialist professional services and technology firm delivering claims, underwriting, and risk solutions to insurers, reinsurers, brokers and regulated businesses globally, with major capabilities in claims management, forensics, and digital transformation.
Industry: Consulting
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Established Company
Valuation: Unicorn (USD 1B+)
Funding: Private Equity Backed
Headquarters: City of London, United Kingdom
Founded: 1968
Glassdoor
Glassdoor: 3.8
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