Job Description

Our ASPIRE Global Service Centre is the central hub of our Service Management operations. Beyond a traditional Service Desk, it stands as the central authority and shared service delivery hub, orchestrating all operational workflows, processes, procedures, and tooling. It’s a core delivery component of the Version 1 ASPIRE Managed Services offering that places AI, continuous improvement and business innovation at the heart of everything Version 1 does. With a focus on supporting self-service and automation, we utilise the best digital capabilities of the ServiceNow ITSM tooling product to provide the very best experience to our customers.

We are seeking an experienced and results-driven Knowledge Manager.

We are seeking a highly motivated individual, with a true customer-centric mindset to join our team as a Knowledge Manager. You will be responsible for the global IT Service Management (ITSM) Knowledge Management (KM) process framework that our Aspire Managed Service customers and Version 1 colleagues will leverage. You will ensure the continual service improvement (CSI) of Knowledge Management-related procedures, KPIs, policies, tooling, and documentation.

You will have a deep understanding of knowledge management practices and ensure the process of collecting, reviewing, approving, and grouping solution articles in the Knowledge Management System is performed effectively.





Key Responsibilities:

- Design, build, deliver and improve Knowledge Management for the Version 1 business and its customers.
- Promote a culture of knowledge sharing within the Aspire Managed Service organisation.
- Define and maintain Version 1’s Knowledge Management standards.
- Assure the quality, currency, and adherence to standards of the material stored in the knowledgebase (KB)
- Integrate KM with our ITIL practices
- Maintain KB task queues, assuring those requests for new articles, article reviews and article retirements are being actioned in a timely manner, and that backlogs are kept to a level agreed with the business.
- Define industry standard KPIs that inform the Version 1 business of the success of the process, as well as show opportunities to improve the process.
- Deliver regular reporting and analysis of the Knowledge Management process.
- Train and educate Version 1 colleagues in the principles of KM and the standards that should be adhered to.
- Deliver excellent customer service and build solid relationships with end-users.
- Collaborate with other IT teams to address complex or recurring problems.
- Review and refine service desk documentation and processes regularly for efficiency and accuracy.
- Participate in ongoing training and development to stay current with IT trends and technologies.

📌 GSC Knowledge Manager (Bengaluru)
🏢 Version 1
📍 Bengaluru