The Knowledge Manager owns the operational governance and full lifecycle of IT knowledge used by the Service Desk, resolver teams and end users. Reporting to the Senior Lead Associate - Service Desk and Knowledge Management, the role converts technical and operational expertise into accurate, searchable, reusable and user-friendly content.

The role works across Incident, Request, Problem and Change Management to embed knowledge capture and reuse into day-to-day practices, strengthen first-contact resolution and improve self-service. This is an individual-contributor role; Service Desk leadership, staffing, escalation ownership and strategic direction remain with the Senior Lead Associate.

Key Responsibilities

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Execute and continually improve the Knowledge Management roadmap under the direction of the Senior Lead Associate.

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Maintain KM policies, standards, article templates, ownership models, approval workflows and review schedules.

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Govern the complete article lifecycle, including creation, validation, publication, review, update, archive and retirement.

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Maintain taxonomy,



metadata, naming and tagging standards to improve findability and consistency.

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Coordinate knowledge health reviews and remediate stale, duplicate, inaccurate or low-value content.

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Embed knowledge capture, reuse and improvement into Incident, Request, Problem and Change workflows.

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Facilitate knowledge harvesting after major incidents, recurring incidents, problem investigations, releases and significant changes.

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Work with Service Desk analysts, subject matter experts, resolver groups and service owners to capture and validate solutions.

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Ensure known errors, workarounds and standard resolutions are converted into governed knowledge where appropriate.

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Support operational readiness by ensuring current or changed services have approved support knowledge before go-live.

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Apply Knowledge-Centred Service principles and coach authors, reviewers and approvers on contribution beha

📌 ITSM - Knowledge Management - Associate/Senior Associate (Viman Nagar)
🏢 Davies
📍 Viman Nagar