Knowledge Manager

242 Unisys India (Private) LTD-UGS Hyderabad; Telangana; On-site; INR 900,000 - 1,200,000; Full time

Job summary

Unisys in India is seeking a Knowledgebase Specialist to own and manage the knowledgebase for IT Service Desk, end users, and AI tool automation. You will drive continual improvements aligning with legacy support and future AI automation initiatives.

The role requires ITIL knowledge, strong writing skills, and experience with ServiceNow, plus a proactive, self-driven attitude to work with AI tooling and cross-functional teams.

Qualifications

• Bachelor's degree in any field; ITIL Foundation certified preferred.
• Experience: IT Service Desk Level 1 (2+ years) preferred.
• Knowledgebase authoring and knowledge management experience is a plus.

Responsibilities

• Own and manage Knowledgebase (KB) for IT Service Desk, End users, and AI tools.
• Improve support and automation-related knowledge base for current and future goals.
• Lead enhancements by integrating KB with automation tools and initiatives.
• Use ServiceNow as primary KB repository and apply ITIL and KCS practices.
• Collaborate with global teams and coordinate across internal/external support groups.
• Research knowledge requirements, generate reporting, and run small improvement projects.
• Learn and apply GenAI and collaborate with AI tool developers.

Skills

Prompt engineering

ITIL knowledge

KB content writing

Verbal communication

Structured writing

AI/Automation familiarity

Basic project management

Education

Bachelor's degree

ITIL Foundation certified

Tools

ServiceNow

GenAI tools

Job description

What success looks like in this role: 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: 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. Local employment practices and rights may vary by jurisdiction and are subject to applicable local laws. This commitment includes our efforts to provide for all those who seek to express interest in employment the opportunity to participate without barriers.

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 at [e-mail]. US job seekers can find more information about Unisys’ EEO commitment here.

Unisys is a global technology solutions company that powers breakthroughs for the world’s leading organizations. Our solutions – cloud, AI, digital workplace, logistics and enterprise computing – help our clients challenge the status quo and unlock their full potential. To learn how we have been helping clients push what’s possible for more than 150 years, visit unisys.com and follow us on LinkedIn. https://www.unisys.com/unisys-legal/recruiting

Notice for U.S. Applicants: Unisys is an Equal Opportunity Employer – Minorities/ Females/ Veterans/ Individuals with Disabilities/ Sexual Orientation/ Gender Identity