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Metro location and common mid-level experience range increase competition, but niche ITSM/ServiceNow skills limit it.
Role requires ITSM and ServiceNow knowledge, making cross-industry transfer possible but moderately constrained.
Explicit 2-5 years plus ServiceNow and ITIL expectations create moderately strict shortlisting filters.
Own the global IT Service Management Knowledge Management process framework for Aspire Managed Service customers and Version 1 colleagues.
Continuously improve Knowledge Management procedures, KPIs, policies, tooling, and documentation to support self-service and automation.
Ensure quality, currency, and standards adherence of knowledge articles; maintain task queues and deliver regular reporting and analysis on Knowledge Management effectiveness.
2-5 years experience in IT Knowledge Management.
Experience with ITSM tools, specifically ServiceNow.
Knowledge of ITIL frameworks; ITIL v4 certification preferred.
Written and spoken English at native speaker level.
Experienced in designing and delivering enterprise Knowledge Management aligned with ITIL best practices.
Ability to drive continuous service improvement and manage multiple priorities effectively within a managed services environment.
Strong analytical skills with experience in defining KPIs and producing insightful process reporting.