Senior Administrator - Knowledge Mgmt

Experience: Not Available to Not Available years

Location: Bengaluru, India

Skills: ITIL 4 – Problem & Knowledge Management, RCA, analytical skills, Service Desk, IT Operations, ITSM tools, ServiceNow, Excel, Power BI, knowledge lifecycle, content governance

Job Summary
Support service stability and operational efficiency by managing Knowledge and Problem processes, driving root cause analysis, known error management, and knowledge maturity to reduce recurring incidents and improve first‑time resolution.

Key Responsibilities
Knowledge Management (L2)
• Review, create, and maintain knowledge articles (KAs) aligned to standards
• Ensure content quality, accuracy, lifecycle control, and reuse
• Validate knowledge effectiveness against FCR, deflection, and UEO reduction
• Support shift‑left and self‑service initiatives through improved knowledge
• Perform knowledge audits and content gap analysis
• Coach L1 teams on knowledge creation and usage practices

Problem Management (L2)
• Own and manage assigned problems from identification to closure
• Perform root cause analysis (RCA) using structured techniques (5‑Why, Fishbone, trend analysis)




• Correlate incidents to identify recurring and systemic issues
• Create, maintain, and track Known Errors and workaround effectiveness
• Coordinate with Incident, Change, and Resolver groups for permanent fixes
• Track and report problem metrics and improvement outcomes

Skill Requirements
• ITIL 4 – Problem & Knowledge Management (Intermediate level)
• Robust RCA and analytical skills
• Service Desk / IT Operations understanding
• ITSM tools (ServiceNow or equivalent)
• Reporting and analysis (Excel / Power BI preferred)
• Knowledge lifecycle and content governance

Other Requirements
• Structured problem‑solving mindset
• Strong documentation and communication skills
• Cross‑team coordination and follow‑through
• Continuous improvement orientation
• Attention to detail and quality focus
• Reduction in repeat and recurring incidents
• Timeliness and quality of RCAs
• Known Error and workaround effectiveness
• Knowledge usage, reusability, and deflection rate
• Improvement in FCR and CSAT
• Audit and process compliance

📌 Senior Administrator Knowledge Mgmt (Bengaluru)
🏢 HCL Technologies
📍 Bengaluru