Process Lead Service Request and Knowledge Management

Job Responsibilities:

Essential duties and responsibilities include the following. Other duties may be assigned as appropriate.
- Own end-to-end Service Request Management and Knowledge Management processes.
- Define, document, and maintain process policies, standards, workflows, and procedures.
- Ensure alignment with ITIL frameworks and organizational goals.
- Establish and enforce process governance, compliance, and audit readiness.
- Serve as the functional lead for ServiceNow modules related to: Service Catalog, Request Fulfillment and Knowledge Management.
- Partner with ServiceNow developers/administrators to design and optimize workflows, catalog items, and knowledge lifecycle.
- Drive automation, self-service capabilities, and digital transformation initiatives.
- Oversee creation, maintenance, and optimization of service catalog items.
- Ensure requests are standardized, user-friendly, and aligned with business needs.
- Reduce manual effort through workflow automation and integration.




- Monitor request fulfillment performance (SLAs, turnaround time, backlog).
- Establish and maintain a knowledge management strategy, including governance and lifecycle management.
- Promote knowledge-centered service practices.
- Ensure content quality, relevance, accessibility, and compliance.
- Drive adoption of knowledge articles for self-service and agent use.
- Analyze KPIs and metrics to identify improvement opportunities.
- Lead initiatives to improve efficiency, user satisfaction, and cost-effectiveness.
- Conduct regular process maturity assessments and improvement roadmaps.
- Drive shift-left strategies and self-service adoption.
- Collaborate with IT, business stakeholders, service owners, and support teams.
- Facilitate workshops and training sessions.
- Act as a trusted advisor on ITSM best practices and ServiceNow capabilities.
- Manage vendor/partner relationships where applicable.
- Define and track KPIs

📌 Request and Knowledge Management Lead (Bengaluru)
🏢 ADM
📍 Bengaluru