Role & responsibilities

Documentation & Knowledge Management

- Create, maintain, and improve IT documentation, knowledge articles, SOPs, work instructions, and user guides.
- Ensure documentation is accurate, consistent, and easy to understand.
- Maintain documentation standards, templates, and version control.
- Identify documentation gaps and drive continuous improvement of the knowledge base.

Training & User Enablement

- Create training materials, presentations, video tutorials, and reference guides.
- Deliver training sessions for end users, Service Desk agents, and other stakeholders.
- Support onboarding activities through documentation and training.
- Promote the effective use of the ticketing system and related ITSM processes.

ITSM Process Support

- Support Incident, Problem, Change, Request, Asset, Service Level, and Knowledge Management processes.
- Assist with process documentation and process improvement activities.
- Prepare reports and support process monitoring activities.
- Support escalation management and ticket follow-up activities.
- Participate in Major Incident Management activities when required.
- Take on additional ITSM responsibilities over time following training and knowledge transfer.

Stakeholder Collaboration

- Work closely with Process Owners, Service Desk teams, and technical experts.
- Gather information and translate it into transparent documentation and training materials.
- Coordinate reviews, feedback, and approvals with stakeholders.





Required Skills

- Excellent written and verbal communication skills.
- Strong technical writing and documentation skills.
- Strong attention to detail.
- Analytical and organizational skills.
- Strong collaboration and communication skills with technical and business stakeholders.
- Time and priority management.
- Proactive, self-driven approach to work.
- Ability to work independently while maintaining effective collaboration within global teams.
- Continuous improvement mindset.
- Experience creating documentation, knowledge articles, user guides, or training materials.
- Experience delivering trainings and workshops.
- Knowledge of ITIL practices and ITSM processes.
- Knowledge Management or KCS (Knowledge-Centered Service) experience / certification.
- Experience with Microsoft SharePoint, Visio, Lucidchart, or similar tools.
- Familiarity with ticketing systems and knowledge management platforms.
- Experience working in a global or multicultural support environment.
- Experience creating e-learning content, training videos, or user adoption materials.
- Problem Management
- Change Management
- Service Level Management
- Technical Writing
- SOP Development
- Process Mapping
- Policy and Procedure Writing
- ServiceNow Knowledge Management
- Microsoft SharePoint
- Microsoft Office Suite
- Confluence
- Jira Service Management
- Document Management Systems (DMS)
- Stakeholder management

📌 IT Service Management Specialist (ITSM) (Pune)
🏢 Ksb Tech
📍 Pune