Job Description:
Key Responsibilities
Knowledge Strategy & Governance
Define and maintain the Knowledge Management framework aligned with organizational and ITSM standards (e.g., ITIL).Establish knowledge governance, review cycles, quality standards, and ownership.Ensure compliance with information security, data privacy, and regulatory requirements.Knowledge Creation & Maintenance
Develop, curate, and maintain knowledge articles, SOPs, FAQs, runbooks, playbooks, and learning materials.Review and validate knowledge content for accuracy, relevance, and usability.Ensure knowledge is updated promptly following process, tool, or service changes.Tool & Platform Management
Manage KM platforms such as ServiceNow Knowledge Base, SharePoint, Confluence, or similar tools.Enable effective search, taxonomy, tagging, and...