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Strong employer brand plus a generalist senior ITBA title yields medium competition density.
Role skills (ITSM, ServiceNow, KCS) transfer across enterprises but favor IT/ITSM backgrounds, so medium sensitivity.
Explicit 7+ years, ITIL certification and ServiceNow/ITSM experience make shortlisting highly selective.
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Own day-to-day Knowledge Management process and AI-assisted content operations within IT Service Management, ensuring knowledge availability at point of need across multiple IT portals and virtual assistants.
Co-administer Knowledge dashboard by translating analytics into actionable improvements, running A/B tests, and publishing insights to improve search effectiveness, content quality, and deflection metrics.
Lead Knowledge forums and coach Content Owners on KCS v6 and AI-assisted authoring practices; manage intake, review, approval, publishing, and retirement of content enforcing style, taxonomy, and metadata standards.
Bachelor’s or Master’s degree or equivalent with 7+ years of relevant experience.
Minimum ITIL v3 Practitioner/Professional certification required; ITIL 4 practice-level or Managing Professional preferred.
At least 5 years in ITSM support/process roles and 2+ years in Knowledge or adjacent processes.
ServiceNow knowledge administration experience including familiarity with Predictive Intelligence, Agent Assist, and Virtual Agent technologies.
Experienced in operational ownership of knowledge management within large-scale, global IT support organizations using ITIL frameworks.
Proficient in using analytics and dashboards to drive continuous improvement, including implementing A/B testing and tuning AI-assisted tools.
Strong skills in coaching and collaboration across ITSM process owners and content contributors, with a focus on maintaining audit-ready knowledge processes.