Match Score
Against your primary resumeLogin to See Your Match Score
Create a free account or log in to unlock your CV match score across:
Protocol Intelligence
Data-driven signals on your job's competitivenessLog in to see why each signal reads the way it does.
Job Description
Structured overview of role & requirementsAbout This Role
Own end-to-end Knowledge Management process including AI-assisted content review, approval, publishing, and retirement to ensure timely and accurate information delivery.
Co-administrate and optimize the Knowledge dashboard with analytics-driven actions such as synonyms tuning, content fixes, and running A/B tests to improve search precision and reduce zero-result trends.
Collaborate with Global Service Desk and other ITSM functions to embed knowledge into incident/request workflows and virtual assistants, and lead forums to coach Content Owners and ensure alignment with KCS v6 and corporate AI guidelines.
Minimum Requirements
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.
Minimum ITIL v3 Practitioner/Professional certification; ITIL 4 practice-level or Managing Professional preferred.
Proficiency in ServiceNow Knowledge administration and familiarity with Predictive Intelligence, Agent Assist, and Virtual Agent features.
Ideal Candidate Profile
Experienced in operational ownership of Knowledge Management within large, global IT support environments using ITIL frameworks and ServiceNow platform.
Strong skills in translating analytics into actionable improvements for content and search experience, with hands-on experience in configuring and tuning AI-driven knowledge tools.
Demonstrated ability to lead cross-functional collaboration and coach diverse stakeholders on content standards, KCS best practices, and AI-assisted authoring workflows.