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Tier-1 brand, metro location, and a common ITBA title increase applicant competition despite niche ITSM skills.
Role requires ITSM, ServiceNow, KCS and knowledge-management experience, limiting cross-industry transferability.
Explicit 7+ years, ITIL requirement, ServiceNow/admin and ITSM knowledge create strict mandatory filters.
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Own day-to-day Knowledge Management and AI-assisted content operations integrated with ITSM processes.
Partner with Global Service Desk to ensure knowledge availability within IT portals and virtual assistants, improving search precision, recall, and zero-result trends.
Lead Knowledge forums, coach contributors on KCS v6 and AI authoring, manage Knowledge dashboard analytics including A/B testing, and coordinate UAT for AI features.
Bachelor’s or Master’s degree or equivalent.
7+ years relevant experience including 5+ years in ITSM support/process roles and 2+ years in Knowledge Management or related processes.
Mandatory ITIL v3 Practitioner/Professional certification; ITIL 4 Managing Professional preferred.
Experience with ServiceNow Knowledge administration and its AI features like Predictive Intelligence, Agent Assist, and Virtual Agent.
Experienced in managing knowledge as a product within ITSM frameworks, with operational accountability for content lifecycle and analytics-driven improvements.
Strong background in Business Analysis with skills in requirements gathering, SOP documentation, acceptance criteria definition, and basic data analysis.
Familiarity with KCS v6 methodology, AI-assisted authoring, and GenAI compliance guidelines in a global enterprise IT environment.