ITSM Knowledge Manager — ServiceDesk Plus Expert

Cognizant; Des Moines (IA); Hybrid; USD 90,000 - 120,000; Full time

Job summary

Cognizant is seeking a Knowledge Manager for ServiceDesk Plus ITSM in Des Moines, IA, operating in a hybrid model with 2–3 days onsite. The role focuses on governing ITIL/KCS knowledge processes, admin of SDP knowledge base, and driving knowledge content across ITSM domains.

You will publish and retire knowledge articles, develop SOPs and guides, and drive self-service through knowledge-driven support. Excellent writing and stakeholder management are essential.

Qualifications

• Experience with ITIL-based Knowledge Management.
• Experience with Incident, Problem, Change, Service Request, and CMDB processes.
• Strong documentation skills and ability to publish/retire articles.
• Knowledge of KCS methodologies and best practices.
• Ability to develop SOPs, troubleshooting guides, and FAQs.
• Experience in reporting and dashboard creation in ITSM tools.

Responsibilities

• Own Knowledge Management governance aligned with ITIL and KCS.
• Administer Knowledge Base in SDP; configure categories, templates, tags, metadata, structures.
• Manage article lifecycle: create, publish, retire; capture resolutions from incidents and requests.
• Develop SOPs, guides, and FAQs; standardize knowledge across teams.
• Identify knowledge gaps via ticket trends and root cause analysis; promote self-service.
• Train support teams on article creation, reuse, and KCS adoption.
• Track and report usage, contribution, FCR, MTTR, and self-service trends; present to management.

Skills

ITIL Knowledge Management

KCS Knowledge-Centered Service

Content governance

Technical writing

Stakeholder management

Analytical problem solving

Tools

ManageEngine ServiceDesk Plus

SharePoint

Microsoft 365

Power BI

AI-enabled knowledge platforms

Job description

Cognizant is seeking a Knowledge Manager for ServiceDesk Plus ITSM in Des Moines, IA, operating in a hybrid model with 2–3 days onsite. The role focuses on governing ITIL/KCS knowledge processes, admin of SDP knowledge base, and driving knowledge content across ITSM domains.

You will publish and retire knowledge articles, develop SOPs and guides, and drive self-service through knowledge-driven support. Excellent writing and stakeholder management are essential.