Job Summary A Day in the Life: Review the knowledge queue and AI-drafted suggestions; apply style, metadata and route for approval. Tune synonyms and semantic search; run UAT for a new Agent Assist snippet addressing the top call driver. Lead a KCS huddle with Content Owners; convert Problem RCA into a reusable article; configure Virtual Agent intent hints. Publish a mini-report from the Knowledge dashboard highlighting precision/recall and zero-result trends.

Our Global IT Support Organization operates within IT Operations and the IT Service Management Office (ITSMO). We deliver customer-centric services at scale across regions with a follow-the-sun support model.

Knowledge

Management is treated as a product and practice-integrated with Incident, Problem, Change, Service Configuration (CMDB), Asset, Catalog and Request Fulfillment. The team partners closely with the Global Service Desk (GSD) and the Data Analytics group, using the Knowledge dashboard to drive deflection, search effectiveness, and MTTR improvements.

Responsibilities

- Operational owner of the day-to-day Knowledge process and AI-assisted content operations.

- Front-line partner to GSD and process peers to ensure knowledge appears at the point of need (IT Portal, Service Operation Workspace, request/incident flows) with Agent Assist/Virtual Agent and IT Virtual Assistant (Robin) support.

- Co-administrator of the Knowledge dashboard; translate analytics into actions (synonyms, content fixes, experiments).

- Execute intake review approve/publish retire; enforce style/taxonomy/metadata standards; maintain human-in-the-loop review for AI-drafted content.





- Configure and tune ServiceNow Knowledge (roles, categories, synonyms, feedback), and partner on Predictive Intelligence, Agent Assist snippets, and Virtual Agent intents.

- Chair Knowledge forums; coach Content Owners/Contributors in KCS v6 and AI-assisted authoring; track actions and coaching outcomes.

- Convert Problems/KEDB into reusable articles; ensure Change/Release has pre-go-live knowledge; embed guided help in Catalog/Request.

- Co-own the Knowledge dashboard: define measures with analytics, validate PA data, run A/B tests on search/intent tuning, and publish insights.

- Coordinate UAT for AI features and search changes; document SOPs/work instructions; keep the process audit-ready.

Required Knowledge and Experience

- A Bachelor s or Master degree or equivalent with 7 year s experience in the below is required, along with proficiency in English (C1 ).

- Minimum ITIL v3 Practitioner/Professional
- ITIL 4 practice-level or Managing Qualified preferred.

- 5 years in ITSM support/process roles; 2 years in Knowledge or adjacent processes (Incident/Request).

- ServiceNow knowledge administration and familiarity with Predictive Intelligence/Agent Assist/Virtual Agent

- PA reports.





- Working familiarity with KCS v6 and corporate GenAI guidelines (review, disclosure, PII checks).

- Strong BA skills: requirements, SOPs, acceptance criteria, light data analysis; excellent written communication.

Desired Skills Experience

- Prompt library maintenance; basic A/B testing design
- GenAI moderation workflows;

- Multi-language content pipeline (English primary).

Knowledge on following Success Metrics

- Time-to-publish;

- Article quality/helpfulness;

- Contribution rate;

- Search success zero-result;

- AI-draft acceptance rate;

- Deflection for top drivers;

- Aging/retire SLAs.

Physical Job Requirements The above statements are intended to describe the general nature and level of work being performed by employees assigned to this position, but they are not an exhaustive list of all the required responsibilities and skills of this position.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

Role: IT Project Lead,

Industry Type: Medical Devices &

- Equipment,

Department: Project &

- Program Management,

Employment Type: Full Time, Permanent

Role Category: Technology / IT

Education

UG: Any Graduate, B.A - Bachelor of Arts in Any Specialization

PG: Any Postgraduate

Key Skills

HealthcareRecruitmentProject managementData analysisIT operationsOperationsRCAmetadataData analyticsService desk

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