Knowledge Management Lead

Verdantas; Maharashtra; On-site; INR 1,800,000 - 2,400,000; Full time

Job summary

Verdantas in Pune, Maharashtra, India, seeks a senior Knowledge Management leader to own the knowledge lifecycle, governance, and content quality. You will drive a ServiceNow-based knowledge program, enforce standards, and partner with IT and business units to scale adoption. Strong governance and ITIL alignment are essential.

The role focuses on end-to-end lifecycle management, structured content, and knowledge as a strategic asset across the organization.

Qualifications

• Bachelor's degree in computer science or IT or related field.
• 10+ years in ITSM or Knowledge Management.
• Hands-on experience with ServiceNow Knowledge Management.
• Experience defining governance frameworks and content standards.
• Cross-functional adoption and change management experience.

Responsibilities

• Own Knowledge Management strategy, roadmap, and operating model per ITIL practices.
• Define governance policies, standards, and content guidelines.
• Establish article ownership with defined owners and contributors.
• Define knowledge base structure, taxonomy, and access controls in ServiceNow.
• Act as Knowledge Management product owner, balancing platform and business needs.
• Oversee day-to-day ServiceNow Knowledge module operations, publishing workflows, approvals, and governance.

Skills

Knowledge lifecycle management

Content governance and quality

Search usability best practices

Education

Bachelor's degree in computer science or IT or related field

10+ years ITSM/Knowledge Management experience

Hands-on ServiceNow Knowledge Management experience

Tools

ServiceNow Knowledge Management

ITIL 4 Foundation

KCS/Knowledge Management certifications

Job description

Join Verdantas - A Top #ENR 73 Firm,

Key Responsibilities

• Own the Knowledge Management strategy, roadmap, and operating model aligned with ITIL Knowledge Management practices
• Define and enforce knowledge governance policies, standards, and content guidelines
• Establish and enforce article ownership and accountability, including defined knowledge owners and contributors
• Define knowledge base structure, taxonomy, and access controls within ServiceNow
• Act as the Knowledge Management product owner, balancing platform capabilities and business needs
• Own the day-to-day operation of the ServiceNow Knowledge module, including publishing workflows, approvals, and content governance enforcement

Knowledge Governance & Management

• Own the Knowledge Management strategy, roadmap, and operating model aligned with ITIL Knowledge Management practices
• Define and enforce knowledge governance policies, standards, and content guidelines
• Establish and enforce article ownership and accountability, including defined knowledge owners and contributors
• Define knowledge base structure, taxonomy, and access controls within ServiceNow
• Act as the Knowledge Management product owner, balancing platform capabilities and business needs
• Own the day-to-day operation of the ServiceNow Knowledge module, including publishing workflows, approvals, and content governance enforcement

Knowledge Lifecycle Management

• Own the end-to-end knowledge lifecycle, including creation, review, approval, publication, maintenance, and retirement
• Enforce adherence to lifecycle processes across all teams, including mandatory reviews, approvals, and retirement of outdated content
• Ensure outdated, duplicate, or unused content is identified and addressed
• Establish workflows to support consistent content lifecycle execution across all teams

Content Standards & Quality Management

• Define and enforce content standards for structure, format, and readability
• Ensure all articles are actionable, task-oriented, and audience-appropriate (end users vs. IT staff)
• Establish and maintain a single source of truth by eliminating duplicate or conflicting content
• Ensure knowledge is structured to support search effectiveness and AI/Copilot consumption
• Drive continuous improvement of content quality based on usage and feedback

Cross-Functional Adoption & Enablement

• Drive adoption of ServiceNow Knowledge across IT and business functions (HR, Finance, Marketing, etc.)
• Partner with business stakeholders to define knowledge use cases, ownership models, and content structures
• Provide training, guidance, and onboarding for knowledge contributors and owners
• Establish ServiceNow as the centralized, authoritative platform for knowledge management across the organization
• Define and scale a federated knowledge ownership model enabling business units to create, manage, and maintain content within a governed framework

Reporting, Metrics & Continuous Improvement

• Define and deliver knowledge performance metrics, including:
• Article usage and effectiveness
• Search success and self-service adoption
• Content quality and lifecycle compliance
• Provide reporting and insights to leadership on knowledge health and adoption
• Drive knowledge base cleanup initiatives, including duplicate removal, content improvement, and ownership alignment
• Continuously improve processes based on data, trends, and stakeholder feedback
• Track and report on article ownership, coverage, and contribution activity across teams

Service Integration & Platform Ownership

• Drive integration of knowledge into Incident, Request, and Problem Management processes to improve resolution efficiency and consistency
• Ensure alignment with Problem Management, including creation and maintenance of Known Error and workaround articles
• Partner with Service Desk to improve knowledge usage during ticket resolution
• Collaborate with ServiceNow platform teams on enhancements, workflows, and automation
• Support integration of knowledge with Copilot and AI-driven service experiences

Leadership & Stakeholder Engagement

• Act as the primary Knowledge Management subject matter expert
• Facilitate cross-functional working sessions to define standards, ownership, and expectations
• Provide regular updates to leadership on knowledge performance and adoption
• Establish and maintain a sustainable Knowledge Management operating model

Education And Experience

• Bachelor's degree in computer science or IT or degree in a relevant field.
• 10+ years of experience in IT Service Management or Knowledge Management
• Hands-on experience with ServiceNow Knowledge Management or similar platforms
• Experience defining and implementing governance frameworks and content standards
• Experience driving cross-functional adoption and change management initiatives

Technical Skills

• Knowledge lifecycle management
• Content governance and quality standards
• Search optimization and usability best practices

Familiarity With

• ServiceNow ITSM processes (Incident, Change, Problem)
• Knowledge-centered service (KCS) or similar methodologies
• Reporting and analytics tools

Certifications (Preferred)

• ServiceNow Certified System Administrator
• ITIL 4 Foundation or higher
• Knowledge Management or KCS certification (preferred)

Location and Work Set-up

• Pune, Maharashtra, India
• Work Mode: In Office