Knowledge Manager

Unisys; Hyderabad; On-site; INR 900,000 - 1,200,000; Full time

Job summary

Unisys is seeking a Knowledgebase Specialist to own and manage the knowledgebase for IT Service Desk, end users and AI tools. You will drive improvements by integrating KB with automation, leveraging ServiceNow as the primary repository and applying ITIL and KCS best practices.

Join a global team, coordinate with internal and external support groups, research knowledge needs, publish articles, generate reports, and participate in AI-driven initiatives to enhance end-user experience.

Qualifications

• Bachelor's degree or higher; ITIL certification a plus.
• ITIL foundation certified preferred.
• Minimum 2+ years IT Service Desk Level 1 experience.

Responsibilities

• Own and manage the Knowledgebase for IT Service Desk, End users and AI tools.
• Drive continual improvements to support current and future goals for legacy and AI automation.
• Lead improvements by integrating Knowledgebase with Automation tools and initiatives.
• Utilize ServiceNow as the primary KB repository and apply ITIL and KCS practices.
• Collaborate with global teams, research knowledge needs, generate reporting, and run small projects to enhance end-user experience.

Skills

Knowledge management

Prompt engineering

ITIL

Content writing

AI tools

Project mgmt

Structured writing

Education

Bachelor's degree

ITIL foundation certification

Job description

Job Description:

What success looks like in this role:

• In this role you will be required to own and manage the Knowledgebase (KB) for various audiences including IT Service Desk, End users and Artificial Intelligence (AI) Tools and Automation flows.
• Achieve continual improvement to support and achieve current and futuristic goals for/related legacy support and AI related automation.
• You will have the opportunity to lead and drive Improvements by integrating the Knowledgebase with the Automation tools and initiatives.
• Utilize ServiceNow as the primary KB repository and employ ITIL and KCS methodologies among other Industry best practices.
• You will be part of a dynamic global team that collaborates and coordinates across multiple ITIL Internal and external support teams.
• Manage Knowledgebase Articles across multiple clients; research knowledge requirements; generate reporting and communicate with key stakeholders; proactively run small projects to support our department’s vision of end-user experience excellence
• Awareness and excitement to learn, employ GenAI and be able to collaborate with AI tool developers for continual improvement. Having a good understanding of how Developer approaches feature development helps.

You will be successful in this role if you have:

• Bachelors’ Degree in any field. ITIL Certification and practical skills to create knowledgebase articles will be a plus.
• ITIL foundation certified.
• Minimum 2+ years of IT Service Desk Level 1 experience is preferred

Key Skills:

• Efficient to understand Prompt engineering and use it effectively.
• Good understanding of IT Service Desk Level 1 Support processes.
• Structured writing and verbal skills are essential.
• Proficient to structure and re-write content per the Audience and in a logical order.
• Highly resourceful, self-driven, and proactive attitude.
• Understanding and experience with AI/AI Tools and Automation.
• Growth Mindset that generates curiousness about the working environment
• Basic Project Management skills

Unisys is proud to be an equal opportunity employer that considers all qualified applicants without regard to age, blood type, caste, citizenship, color, disability, family medical history, family status, ethnicity, gender, gender expression, gender identity, genetic information, marital status, national origin, parental status, pregnancy, race, religion, sex, sexual orientation, transgender status, veteran status or any other category protected by law.

If you are a US job seeker unable to review the job opportunities herein, or cannot otherwise complete your expression of interest, without additional assistance and would like to discuss a request for reasonable accommodation, please contact our Global Recruiting organization. US job seekers can find more information about Unisys’ EEO commitment here.