IT Service Management Specialist (ITSM)

KSB Tech; Pune District; Hybrid; INR 600,000 - 900,000; Full time

Job summary

KSB Tech is seeking a skilled Documentation & Knowledge Management professional in Pune district, India. You will create and maintain IT documentation, SOPs, and user guides, and deliver training materials for end users and Service Desk teams.

You will support ITSM processes, prepare reports, and collaborate with process owners and technical experts to continuously improve the knowledge base. Strong writing, communication, and training abilities are essential.

Qualifications

• Excellent written and verbal communication skills and attention to detail.
• Experience creating documentation, knowledge articles, user guides, or training materials.
• Familiarity with ITSM concepts and ITIL practices is preferred.

Responsibilities

• Create, maintain, and improve IT documentation, knowledge articles, SOPs, work instructions, and user guides.
• Ensure documentation is accurate, consistent, and easy to understand.
• Maintain documentation standards, templates, and version control.
• Identify documentation gaps and drive continuous improvement of the knowledge base.
• Create training materials, presentations, video tutorials, and reference guides.
• Deliver training sessions for end users, Service Desk agents, and other stakeholders.
• Support onboarding activities through documentation and training.
• Promote the effective use of the ticketing system and related ITSM processes.
• Support Incident, Problem, Change, Request, Asset, Service Level, and Knowledge Management processes.
• Prepare reports and support process monitoring activities.
• Engage in Major Incident Management activities when required.
• Collaborate with Process Owners, Service Desk teams, and technical experts.

Skills

Technical writing

Knowledge management

ITIL knowledge

Stakeholder management

Training materials development

SOP development

Process mapping

Documentation standards

Video tutorials

Attention to detail

Cross-functional collaboration

Independent work + teamwork

Tools

SharePoint

Visio

Lucidchart

Confluence

Jira Service Management

DMS

Job description

Role & responsibilities

Documentation & Knowledge Management

• Create, maintain, and improve IT documentation, knowledge articles, SOPs, work instructions, and user guides.
• Ensure documentation is accurate, consistent, and easy to understand.
• Maintain documentation standards, templates, and version control.
• Identify documentation gaps and drive continuous improvement of the knowledge base.

Training & User Enablement

• Create training materials, presentations, video tutorials, and reference guides.
• Deliver training sessions for end users, Service Desk agents, and other stakeholders.
• Support onboarding activities through documentation and training.
• Promote the effective use of the ticketing system and related ITSM processes.

ITSM Process Support

• Support Incident, Problem, Change, Request, Asset, Service Level, and Knowledge Management processes.
• Assist with process documentation and process improvement activities.
• Prepare reports and support process monitoring activities.
• Support escalation management and ticket follow-up activities.
• Participate in Major Incident Management activities when required.
• Take on additional ITSM responsibilities over time following training and knowledge transfer.

Stakeholder Collaboration

• Work closely with Process Owners, Service Desk teams, and technical experts.
• Gather information and translate it into clear documentation and training materials.
• Coordinate reviews, feedback, and approvals with stakeholders.

Required Skills

• Excellent written and verbal communication skills.
• Strong technical writing and documentation skills.
• Strong attention to detail.
• Analytical and organizational skills.
• Strong collaboration and communication skills with technical and business stakeholders.
• Time and priority management.
• Proactive, self-driven approach to work.
• Ability to work independently while maintaining effective collaboration within global teams.
• Continuous improvement mindset.
• Experience creating documentation, knowledge articles, user guides, or training materials.
• Experience delivering trainings and workshops.
• Knowledge of ITIL practices and ITSM processes.
• Knowledge Management or KCS (Knowledge-Centered Service) experience / certification.
• Experience with Microsoft SharePoint, Visio, Lucidchart, or similar tools.
• Familiarity with ticketing systems and knowledge management platforms.
• Experience working in a global or multicultural support environment.
• Experience creating e-learning content, training videos, or user adoption materials.
• Problem Management
• Change Management
• Service Level Management
• Technical Writing
• SOP Development
• Process Mapping
• Policy and Procedure Writing
• ServiceNow Knowledge Management
• Microsoft SharePoint
• Microsoft Office Suite
• Confluence
• Jira Service Management
• Document Management Systems (DMS)
• Stakeholder management