Knowledge Manager

Job Title : Knowledge Manager

Location : Pune / Bengaluru / Mumbai / Hyderabad / Chennai

Experience Required : 3–5 Years

Department : IT Service Management

Notice : Immediate to 30 days

Detailed Job Description

Process Overview :

The Knowledge Management (KM) process aims to improve operational efficiency and decision-making by ensuring secure, reliable, and readily accessible knowledge across the service lifecycle. It reduces redundancy, preserves organizational knowledge, and enhances the quality of services delivered.

Key Roles & Responsibilities :

• Manage day-to-day operations related to the Knowledge Management process.
• Lead knowledge gap analysis and oversee knowledge transfer activities.
• Evaluate KM performance metrics against defined critical success factors (CSFs).
• Ensure proper integration with other ITSM processes and business functions to capture, manage, and share knowledge effectively.
• Review and continuously improve KM processes, tools, and methodologies.
• Lead the KM function within the department, managing team performance and skill development.
• Ensure all knowledge articles and items are accessible, relevant, and up-to-date.
• Plan, implement, and maintain support for KM tools and systems.
• Promote a knowledge-sharing culture across service provider teams and stakeholders.
• Approve and validate knowledge artifacts before they are published in the knowledge base.
• Identify and recommend opportunities for process and content improvement based on feedback and analysis.

Required Candidate Profile :

Skills Required :

Professional Certifications :

Skills Required

ITIL® 4, availability management processes, ITIL® V3