Knowledge Management Lead
Verdantis · Pune · onsite · Posted 44d ago
Undisclosed10–15 yrsfulltimeSourced from
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About this role
Join Verdantas - A Top #ENR 73 Firm,
We at Verdantas, seeking for a Knowledge Management Lead to lead ServiceNow Knowledge Management, driving governance, content quality, self-service, and AI/Copilot-enabled knowledge solutions.
Key Responsibilities:
Knowledge Governance Management
- Own the Knowledge Management strategy, roadmap, and operating model aligned with ITIL Knowledge Management practices
- Define and enforce knowledge governance policies, standards, and content guidelines
- Establish and enforce article ownership and accountability, including defined knowledge owners and contributors
- Define knowledge base structure, taxonomy, and access controls within ServiceNow
- Act as the Knowledge Management product owner, balancing platform capabilities and business needs
- Own the day-to-day operation of the ServiceNow Knowledge module, including publishing workflows, approvals, and content governance enforcement
Knowledge Lifecycle Management
- Own the end-to-end knowledge lifecycle, including creation, review, approval, publication, maintenance, and retirement
- Enforce adherence to lifecycle processes across all teams, including mandatory reviews, approvals, and retirement of outdated content
- Ensure outdated, duplicate, or unused content is identified and addressed
- Establish workflows to support consistent content lifecycle execution across all teams
Content Standards Quality Management
- Define and enforce content standards for structure, format, and readability
- Ensure all articles are actionable, task-oriented, and audience-appropriate (end users vs. IT staff)
- Establish and maintain a single source of truth by eliminating duplicate or conflicting content
- Ensure knowledge is structured to support search effectiveness and AI/Copilot consumption
- Drive continuous improvement of content quality based on usage and feedback
Cross-Functional Adoption Enablement
- Drive adoption of ServiceNow Knowledge across IT and business functions (HR, Finance, Marketing, etc.)
- Partner with business stakeholders to define knowledge use cases, ownership models, and content structures
- Provide training, guidance, and onboarding for knowledge contributors and owners
- Establish ServiceNow as the centralized, authoritative platform for knowledge management across the organization
- Define and scale a federated knowledge ownership model enabling business units to create, manage, and maintain content within a governed framework
Reporting, Metrics Continuous Improvement
- Define and deliver knowledge performance metrics, including:
- Article usage and effectiveness
- Search success and self-service adoption
- Content quality and lifecycle compliance
- Provide reporting and insights to leadership on knowledge health and adoption
- Drive knowledge base cleanup initiatives, including duplicate removal, content improvement, and ownership alignment
- Continuously improve processes based on data, trends, and stakeholder feedback
- Track and report on article ownership, coverage, and contribution activity across teams
Service Integration Platform Ownership
- Drive integration of knowledge into Incident, Request, and Problem Management processes to improve resolution efficiency and consistency
- Ensure alignment with Problem Management, including creation and maintenance of Known Error and workaround articles
- Partner with Service Desk to improve knowledge usage during ticket resolution
- Collaborate with ServiceNow platform teams on enhancements, workflows, and automation
- Support integration of knowledge with Copilot and AI-driven service experiences
Leadership Stakeholder Engagement
- Act as the primary Knowledge Management subject matter expert
- Facilitate cross-functional working sessions to define standards, ownership, and expectations
- Provide regular updates to leadership on knowledge performance and adoption
- Establish and maintain a sustainable Knowledge Management operating model
Education and Experience:
- Bachelor s degree in computer science or IT or degree in a relevant field.
- 10+ years of experience in IT Service Management or Knowledge Management
- Hands-on experience with ServiceNow Knowledge Management or similar platforms
- Experience defining and implementing governance frameworks and content standards
- Experience driving cross-functional adoption and change management initiatives
Technical Skills
Strong understanding of:
- Knowledge lifecycle management
- Content governance and quality standards
- Search optimization and usability best practices
Familiarity with:
- ServiceNow ITSM processes (Incident, Change, Problem)
- Knowledge-centered service (KCS) or similar methodologies
- Reporting and analytics tools
Certifications (Preferred)
- ServiceNow Certified System Administrator
- ITIL 4 Foundation or higher
- Knowledge Management or KCS certification (preferred)
Location and Work Set-up
- Pune, Maharashtra, India
- Work Mode: In Office
Required Skills
#KnowledgeManagement #ITSM #ITIL #KnowledgeGovernance #ServiceNow #ContentManagement
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.
Sourced from naukri
Skills
AutomationitsmAnalytics toolsknowledge managementProblem managementit service managementcopilotProduct OwnerChange Managementintegration platformAnalyticsOnboardingmaintenancecompliancefinancemarketingArtificial Intelligence
About Verdantis
Verdantis
IT Services & Consulting
51-200
employees
2004
22 years old
Mumbai, Maharashtra
India
₹8.1L PA avg
Avg at Verdantis
About
Verdantis
Industries
IT Services & Consulting
Employee ratings
10 reviews
3.7/ 5
Culture
4.0
Career growth
3.4
Work-life
3.1
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