Job Description Problem & Knowledge Management

The Problem & Knowledge Management Lead is responsible for driving stability, service quality, and

organizational learning by managing the endtoend processes of Problem Management and Knowledge

Management. The role ensures that recurring incidents are eliminated through root-cause analysis and

that highquality knowledge content is created and maintained to empower support teams and end users.

Key Responsibilities:

1. Problem Management

Proactive & Reactive Problem Handling

• Lead the lifecycle of problems: detection, logging, categorization, investigation, RCA, workaround

creation, resolution, and closure.

• Review major incidents to identify potential problems and initiate proactive problem tickets.

• Ensure effective prioritization based on business impact, frequency, and risk.

Root Cause Analysis & Governance

• Facilitate structured RCA workshops using methods such as 5 Whys, Fishbone, Fault Tree

Analysis, etc.

• Document RCA findings and ensure completeness of corrective and preventive actions (CAPA).

• Track CAPA progress and validate outcomes for long-term service stability.

Collaboration & Communication

• Work closely with Incident, Change, Release, and Engineering teams to eliminate recurring issues.

• Communicate problem trends, risks, and action plans to leadership and stakeholders.

• Drive Problem Management reviews and publish problem trend dashboards.

2. Knowledge Management

Knowledge Strategy & Governance

• Own the Knowledge Management process, standards, and content governance model.

• Define templates, workflows,



approval rules, and quality criteria for knowledge articles.

Content Development & Maintenance

• Ensure the creation of high-quality knowledge articles for service desk, L2/L3 teams, and end-

users.

• Conduct periodic reviews to ensure accuracy, currency, and effectiveness of articles.

• Promote self-service adoption through a well-structured knowledge base.

Training & Adoption

• Conduct training for support teams on knowledge creation, usage, and maintenance.

• Drive adoption of the Knowledge Base across the organization to reduce repeat incidents and

tickets.

• Measure knowledge effectiveness through usage analytics, feedback, and ticket deflection

metrics.

3. Tools, Reporting & Metrics

ITSM Tools

• Manage Problem and Knowledge modules in ITSM platforms such as ServiceNow, BMC Remedy,

Jira Service Management, etc.

• Identify improvements to workflows, automation rules, categorization, and reporting capabilities.

KPI Measurement

Track and publish KPIs including:

• Number of open vs. resolved problems

• Recurrence reduction rate

• Mean Time to Identify (MTTI) root cause

• CAPA implementation rate

• Knowledge article usage & effectiveness

• Self-service adoption metrics

• Ticket deflection rate via knowledge base

4. Continuous Service Improvement

• Identify recurring pain points through trend analysis and operational insights.

• Create CSI plans to improve service stability and support operations.

• Work with Quality, Compliance, and Service Owners to align improvements with organizational

goals.

📌 Problem Manager (Karnataka)
🏢 Nuestra Cynosure Software Solutions
📍 Karnataka