Your Responsibilities:

- Own end-to-end Service Request Management and Knowledge Management processes.
- Define, document, and maintain process policies, standards, workflows, and procedures.
- Ensure alignment with ITIL frameworks and organizational goals.
- Establish and enforce process governance, compliance, and audit readiness.
- Serve as the functional lead for ServiceNow modules related to: Service Catalog, Request Fulfillment and Knowledge Management.
- Partner with ServiceNow developers/administrators to design and optimize workflows, catalog items, and knowledge lifecycle.
- Drive automation, self-service capabilities, and digital transformation initiatives.
- Oversee creation, maintenance, and optimization of service catalog items.
- Ensure requests are standardized, user-friendly, and aligned with business needs.
- Reduce manual effort through workflow automation and integration.
- Monitor request fulfillment performance (SLAs, turnaround time, backlog).
- Establish and maintain a knowledge management strategy, including governance and lifecycle management.
- Promote knowledge-centered service practices.
- Ensure content quality, relevance, accessibility, and compliance.
- Drive adoption of knowledge articles for self-service and agent use.
- Analyze KPIs and metrics to identify improvement opportunities.
- Lead initiatives to improve efficiency, user satisfaction, and cost-effectiveness.
- Conduct regular process maturity assessments and improvement roadmaps.
- Drive shift-left strategies and self-service adoption.
- Collaborate with IT, business stakeholders, service owners, and support teams.




- Facilitate workshops and training sessions.
- Act as a trusted advisor on ITSM best practices and ServiceNow capabilities.
- Manage vendor/partner relationships where applicable.
- Define and track KPIs such as: Request fulfillment SLAs, Catalog usage and adoption
- Knowledge article usage, quality, and deflection rate.
- Provide regular reporting and insights for leadership.
- Drive accountability across teams for process adherence.
- Provide backup support for other Process Leads when they are out of the office and as needed.
- Provide after-hour support as and when required.

Your Profile:

- Bachelor’s degree in computer science / information systems or equivalent combination of relevant education and experience.
- ServiceNow Certification, ITIL Certification or equivalent.
- 4+ years of experience with ServiceNow ITSM modules (Service Catalog & Knowledge Management).
- Deep understanding of the ITIL and ITSM processes, IT Infrastructure and Information Systems.
- 2+ years of experience with Power BI and Microsoft Teams.
- Excellent verbal, presentation and written communication skills in English, including the ability to communicate complex technical issues effectively and clearly to non-technical colleagues.
- Ability to create professional quality technical documentation, procedures, presentations and knowledge articles.
- Ability to prioritize and complete multiple tasks during critical and high-pressure situations.
- Excellent planning, collaborative, interpersonal, and time management skills.
- Excellent troubleshooting and problem-solving skills coupled with robust analytical skills.

📌 Request & Knowledge Mgmt Lead (Bengaluru)
🏢 Archer Daniels Midland
📍 Bengaluru