Knowledge Desk Architect: ITIL, ServiceNow & AI KB
Unisys Corporation
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Job summary
Unisys is seeking a Knowledgebase Manager to own and manage the Knowledgebase for IT Service Desk, End users, and AI tool automation. You will drive continual improvements, integrate KB with automation initiatives, and lead projects across global teams.
The role requires ITIL knowledge, experience with ServiceNow, and strong writing and communication skills to translate IT processes into clear articles for varied audiences.
Qualifications
- Bachelor's degree in any field.
- ITIL Foundation certification is a plus.
- Experience with knowledgebase articles and IT Service Desk concepts is preferred.
Responsibilities
- Own and manage the Knowledgebase (KB) for IT Service Desk, End users, AI tools, and automation flows.
- Drive continual improvement for legacy support and AI-related automation.
- Lead improvements by integrating KB with automation tools and initiatives.
- Leverage ServiceNow as the primary KB repository and apply ITIL and KCS methodologies.
- Collaborate across multiple ITIL internal and external support teams.
- Manage KB articles across clients; research knowledge needs; generate reporting and communicate with stakeholders; run small projects.
- Learn GenAI concepts and collaborate with AI tool developers for continual improvement.
Skills
Education
Tools
Job description
Unisys is seeking a Knowledgebase Manager to own and manage the Knowledgebase for IT Service Desk, End users, and AI tool automation. You will drive continual improvements, integrate KB with automation initiatives, and lead projects across global teams.
The role requires ITIL knowledge, experience with ServiceNow, and strong writing and communication skills to translate IT processes into clear articles for varied audiences.
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