Knowledge Management Lead

Verdantas; Pune District; On-site; INR 4,000,000 - 7,000,000; Full time

Job summary

Verdantas is seeking a Knowledge Management Lead to own ServiceNow Knowledge Management, governance, content quality, self-service, and AI/Copilot-enabled knowledge solutions. You will drive knowledge governance, lifecycle, and content standards while enabling cross-functional adoption across IT and business units.

The role requires 10+ years in IT Service/Knowledge Management, hands-on ServiceNow experience, and a strong focus on governance and content quality.

Qualifications

• 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.
• Knowledge governance, lifecycle management, and content quality standards are core responsibilities.

Responsibilities

• Own Knowledge Management strategy, roadmap, and operating model aligned with ITIL Knowledge Management practices.
• Define and enforce knowledge governance policies, standards, and content guidelines.
• Establish article ownership, content ownership, and contributor roles.
• Define knowledge base structure, taxonomy, and access controls within ServiceNow.
• Act as Knowledge Management product owner, balancing platform capabilities with business needs.
• Oversee day-to-day operation of ServiceNow Knowledge module, including publishing workflows and approvals.
• Own end-to-end knowledge lifecycle from creation to retirement with mandatory reviews and retirements.
• Ensure content is structured for search effectiveness and AI/Copilot consumption.
• Drive adoption of ServiceNow Knowledge across IT and business units.
• Provide training and onboarding for knowledge contributors and owners.
• Define and scale federated knowledge ownership models.
• Define and deliver knowledge performance metrics and reporting to leadership.

Skills

Knowledge governance

Content management

ITIL

Cross-functional collaboration

Change management

Education

Bachelor's degree in computer science or IT

Tools

ServiceNow

Job description

Join Verdantas - A Top #ENR 73 Firm,

We at Verdantas, seeking for a Knowledge Management Lead to lead ServiceNow Knowledge Management, driving governance, content quality, self-service, and AI/Copilot-enabled knowledge solutions.

Key Responsibilities:

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

Strong understanding of:

• 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

Required Skills

#KnowledgeManagement #ITSM #ITIL #KnowledgeGovernance #ServiceNow #ContentManagement