Job Brief:

Our software solutions aim to improve the lives of everyone in construction and the people within our entire organization are the driving force behind our innovative, top-rated global platform. We're a customer-centric group that encompasses engineering, product, product design and data, security and business systems.

In this Knowledge Manager role, you are responsible for the IT knowledge base and Known Error Database (KEDB) that Service Desk, End User Services (EUS) and Infrastructure teams rely on to resolve incidents and requests faster. The role sets governance, drives content quality, connects knowledge to the ITSM platform, and makes it usable in self-service, and the chatbot.

Position reports to our Director-ITSM and End User Services based in our Bangalore office. Working hours 7:30PM-4:00AM India Time.

Responsibilities:

Own the quality of the IT Infrastructure and End User Services knowledge base. Audit it regularly for gaps, duplication, outdated content and unclear ownership, and use the findings to restructure its spaces.

Maintain the space structure, hierarchy, taxonomy, labels and permissions. Tune search relevance through titles, metadata and tagging.

Work with SMEs to define content ownership, review cadences and the article lifecycle, from creation through retirement.

Run knowledge workflows, including intake, triage and closure of content feedback and documentation requests, so support content stays accurate, practical and current.

Partner with analysts and SMEs (Service Desk, Cloud and Infrastructure, Network, MDM, Identity) to turn high-volume tickets into articles covering symptoms,



resolution steps and escalation paths.

Collaborate with Problem Management to turn root causes, workarounds and fixes from problems and major incidents into reusable knowledge.

Own the Known Error Database (KEDB), ensuring each known error is fully documented, current and free of duplicates.

Create, test and refine basic AI prompts and automations, using approved tools and practices, to improve knowledge workflows and content quality.

Train/Coach analysts, team leads and SMEs on contributing, reviewing and keeping content accurate.

Requirements:

Bachelor's degree or diploma in Information Technology, Computer Science, or a related field, or equivalent experience.

5 to 7 years of experience in knowledge management, technical writing, or content management, ideally in an IT service desk or ITSM environment.

Experience in building, restructuring, or maintaining a knowledge base.

Working knowledge of an ITSM platform (such as Service Now or Jira Service Management) and ITIL concepts, including knowledge,incident and problem management.

Hands-on experience administering and structuring a Confluence knowledge base, including spaces, templates, labels, and permissions is preferred

Strong writing and editing skills, and the ability to explain technical topics plainly.

Collaborate with subject matter experts and stakeholders across teams.

Must Haves

- 5-7 years of experience in knowledge management, technical writing, or content management
- Experience in building, restructuring, or maintaining a confluence knowledge base.
- Working knowledge of an ITSM platform (such as Service Now or Jira Service Management)

📌 Knowledge Manager (International) (India)
🏢 Sumeru Solutions
📍 India