Overview
The Knowledge Manager will play a pivotal role in overseeing Knowledge Management within a complex IT environment, focusing on the effective creation, structuring, and maintenance of knowledge assets. This hybrid position involves collaboration with Service Desk and technical teams to enhance knowledge quality and support initiatives aimed at improving self-service and automation capabilities. A strong background in ServiceNow and Confluence is essential for driving the strategy and governance of knowledge processes.
Responsibilities
- Define and implement Knowledge Management standards and governance processes.
- Oversee the lifecycle management of knowledge assets, ensuring they are maintained and reused effectively.
- Collaborate with Service Desk and Delivery teams to improve the quality and accessibility of knowledge.
- Drive the adoption of knowledge management solutions to enhance self-service capabilities.
- Ensure knowledge is prepared for future automation and AI integrations.
- Engage with stakeholders to gather feedback and foster knowledge sharing.
- Monitor and report on knowledge management initiatives and their impact on service delivery.
Requirements
- Proven experience in Knowledge Management within ITSM, particularly with ServiceNow.
- Strong hands-on knowledge of ServiceNow Knowledge Management and Confluence.
- Understanding of knowledge governance, taxonomy, and lifecycle management principles.
- Familiarity with Incident and Problem Management processes.
- Experience in enhancing self-service solutions and implementing shift-left strategies.
- Strong stakeholder engagement capabilities and communication skills.
- ITIL certification or experience preferred.