Senior Associate -DevOps

Davies
Pune
Workplace: OnsiteFull timeFunction: DevOps, Cloud & InfrastructureExperience: 7-12 yearsEducation: bachelorsSkills: ["Written communication","Analytical skills","Facilitation","Coaching","Stakeholder-influencing"]

Own the operational governance and full lifecycle of IT knowledge used by the Service Desk, resolver teams, and end users. Execute and continuously improve the Knowledge Management roadmap by maintaining KM policies, templates, taxonomy and quality controls, governing article lifecycle and knowledge health reviews. Embed knowledge capture and reuse across Incident/Request/Problem/Change workflows, coordinate knowledge harvesting, and administer ServiceNow KM workflows and reporting to drive continual improvement.

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Davies
Davies
59 minutes ago

Senior Associate -DevOps

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Source: Company careers pageValidated by: Fursa AI
Last checked: 59 minutes agoStatus: Live
Reposted: similar role first listed 4 months ago

Job Summary

Own the operational governance and full lifecycle of IT knowledge used by the Service Desk, resolver teams, and end users. Execute and continuously improve the Knowledge Management roadmap by maintaining KM policies, templates, taxonomy and quality controls, governing article lifecycle and knowledge health reviews. Embed knowledge capture and reuse across Incident/Request/Problem/Change workflows, coordinate knowledge harvesting, and administer ServiceNow KM workflows and reporting to drive continual improvement.
Location: Pune
Workplace: Onsite
Employment Type: Full time
Job Function: DevOps, Cloud & Infrastructure
Seniority: Mid level

Key Responsibilities

  • •Execute and improve the Knowledge Management roadmap, maintaining KM policies, standards, templates, ownership models, workflows, and review schedules.
  • •Govern the complete article lifecycle from creation through validation, publication, review, update, archive, and retirement.
  • •Maintain taxonomy, metadata, naming, and tagging standards; run knowledge health reviews and remediate stale, duplicate, inaccurate, or low-value content.
  • •Embed knowledge capture and reuse into Incident, Request, Problem, and Change workflows, including knowledge harvesting after major incidents and significant changes.
  • •Administer and improve ServiceNow KM workflows (templates, approvals, feedback, lifecycle controls) and use reporting/analytics to drive continual improvement.

Key Requirements

  • •7 to 12 years total professional experience, including at least 4 years directly relevant Knowledge Management, KCS, or ITSM knowledge governance experience.
  • •Hands-on experience managing knowledge in ServiceNow Knowledge Management or a comparable enterprise ITSM platform.
  • •Practical experience in an IT Service Desk, technical support, or IT operations environment.
  • •Strong knowledge of ITIL 4 Knowledge Management and KCS principles, including knowledge lifecycle governance and content quality controls.
  • •ITIL 4 Foundation certification and strong written communication to simplify technical information.
Experience:7-12 yearsITSMKnowledge managementServiceNowITILService deskKCS
Education:Bachelor's
Skills:Written communicationAnalytical skillsFacilitationCoachingStakeholder-influencing
Certifications:ITIL 4 Foundation
Tech Stack:ServiceNowServiceNow Knowledge ManagementServiceNow AIITIL 4KCSITSM

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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