Hybrid IT Knowledge Manager — ServiceNow & KCS

Cognizant; Metro Manila; Híbrido; PHP 600.000 - 900.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Hybrid work 3x per week (Alabang)

Night shift support (8PM–5AM)

Descripción de la vacante

Cognizant in the Philippines is seeking a Technical Writer – Knowledge Management to own and operationalize knowledge content across End User Services using ServiceNow or a comparable ITSM platform. You will partner with IT support teams to ensure accurate, well-structured articles optimized for internal support and employee self-service.

The role emphasizes knowledge lifecycle governance, reporting, and adoption to shift-left support, improve resolution times, and enhance the Digital Employee

Formación

• 3–6+ years in technical writing or knowledge management for IT/support teams.
• Hands-on experience managing a Knowledge Base in ServiceNow or similar ITSM.
• Strong knowledge of knowledge lifecycle management, governance, and reporting.
• Excellent written English with ability to translate tech concepts clearly.
• Experience pulling usage metrics and operating reports.
• Ability to work cross-functionally with technical and non-technical stakeholders.

Responsabilidades

• Own end-to-end knowledge lifecycle in ServiceNow or comparable ITSM platform.
• Ensure articles follow templates, style guides, metadata, and taxonomy.
• Configure and maintain knowledge bases, categories, workflows, and approvals.
• Pull and analyze usage reports to measure effectiveness and drive improvements.
• Apply KCS principles, promote reuse, and coach contributors.
• Write concise, self-service–friendly content for faster resolution.
• Collaborate with EUS managers, SMEs, and frontline teams to fill gaps.
• Conduct regular content audits to keep material current and accurate.
• Coordinate updates with engineering for new releases and deprecations.
• Support adoption through guidance and best practices.

Conocimientos

Technical writing

Knowledge management

ServiceNow ITSM

KCS practices

Strong written English

Cross-functional collaboration

Analytics & reporting

ITIL familiarity

Herramientas

ServiceNow

ITSM platforms

Knowledge Base tooling

Descripción del empleo

Cognizant in the Philippines is seeking a Technical Writer – Knowledge Management to own and operationalize knowledge content across End User Services using ServiceNow or a comparable ITSM platform. You will partner with IT support teams to ensure accurate, well-structured articles optimized for internal support and employee self-service.

The role emphasizes knowledge lifecycle governance, reporting, and adoption to shift-left support, improve resolution times, and enhance the Digital Employee