Join Verdantas – A Top #ENR 73 Firm,

We at Verdantas, seeking for a Knowledge Management Lead to lead ServiceNow Knowledge Management, driving governance, content quality, self-service, and AI/Copilot-enabled knowledge solutions.

Key Responsibilities:

Knowledge Governance & Management

- Own the Knowledge Management strategy, roadmap, and operating model aligned with ITIL Knowledge Management practices
- Define and enforce knowledge governance policies, standards, and content guidelines
- Establish and enforce article ownership and accountability, including defined knowledge owners and contributors
- Define knowledge base structure, taxonomy, and access controls within ServiceNow
- Act as the Knowledge Management product owner, balancing platform capabilities and business needs
- Own the day-to-day operation of the ServiceNow Knowledge module, including publishing workflows, approvals, and content governance enforcement

Knowledge Lifecycle Management

- Own the end-to-end knowledge lifecycle, including creation, review, approval, publication, maintenance, and retirement
- Enforce adherence to lifecycle processes across all teams, including mandatory reviews, approvals, and retirement of outdated content
- Ensure outdated, duplicate, or unused content is identified and addressed
- Establish workflows to support consistent content lifecycle execution across all teams

Content Standards & Quality Management

- Define and enforce content standards for structure, format, and readability
- Ensure all articles are actionable, task-oriented, and audience-appropriate (end users vs. IT staff)
- Establish and maintain a single source of truth by eliminating duplicate or conflicting content
- Ensure knowledge is structured to support search effectiveness and AI/Copilot consumption




- Drive continuous improvement of content quality based on usage and feedback

Cross-Functional Adoption & Enablement

- Drive adoption of ServiceNow Knowledge across IT and business functions (HR, Finance, Marketing, etc.)
- Partner with business stakeholders to define knowledge use cases, ownership models, and content structures
- Provide training, guidance, and onboarding for knowledge contributors and owners
- Establish ServiceNow as the centralized, authoritative platform for knowledge management across the organization
- Define and scale a federated knowledge ownership model enabling business units to create, manage, and maintain content within a governed framework

Reporting, Metrics & Continuous Improvement

- Define and deliver knowledge performance metrics, including:
- Article usage and effectiveness
- Search success and self-service adoption
- Content quality and lifecycle compliance
- Provide reporting and insights to leadership on knowledge health and adoption
- Drive knowledge base cleanup initiatives, including duplicate removal, content improvement, and ownership alignment
- Continuously improve processes based on data, trends, and stakeholder feedback
- Track and report on article ownership, coverage, and contribution activity across teams

Service Integration & Platform Ownership

- Drive integration of knowledge into Incident, Request, and Problem Management processes to improve resolution efficiency and consistency




- Ensure alignment with Problem Management, including creation and maintenance of Known Error and workaround articles
- Partner with Service Desk to improve knowledge usage during ticket resolution
- Collaborate with ServiceNow platform teams on enhancements, workflows, and automation
- Support integration of knowledge with Copilot and AI-driven service experiences

Leadership & Stakeholder Engagement

- Act as the primary Knowledge Management subject matter expert
- Facilitate cross-functional working sessions to define standards, ownership, and expectations
- Provide regular updates to leadership on knowledge performance and adoption
- Establish and maintain a sustainable Knowledge Management operating model

Education and Experience:

- Bachelor's degree in computer science or IT or degree in a relevant field.
- 10+ years of experience in IT Service Management or Knowledge Management
- Hands-on experience with ServiceNow Knowledge Management or similar platforms
- Experience defining and implementing governance frameworks and content standards
- Experience driving cross-functional adoption and change management initiatives

Technical Skills

Solid understanding of:

- Knowledge lifecycle management
- Content governance and quality standards
- Search optimization and usability best practices

Familiarity with:

- ServiceNow ITSM processes (Incident, Change, Problem)
- Knowledge-centered service (KCS) or similar methodologies
- Reporting and analytics tools

Certifications (Preferred)

- ServiceNow Certified System Administrator
- ITIL 4 Foundation or higher
- Knowledge Management or KCS certification (preferred)

Location and Work Set-up

- Pune, Maharashtra, India
- Work Mode: In Office

📌 Knowledge Management Lead (Pune)
🏢 Verdantas
📍 Pune