Knowledge Manager–ServiceDesk Plus & ITSM

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

Job Description: Knowledge Manager – ServiceDesk Plus ITSM

Location: Des Moines, IA/ Hybrid (2 or 3 days Onsite)

Cognizant will only consider applicants for this position who are legally authorized to work in US without requiring employer sponsorship, now or at any time in the future.

Key Responsibilities

Knowledge Management Governance

• Own and manage the Knowledge Management process aligned with ITIL and Knowledge-Centered Service (KCS) practices.
• Define knowledge lifecycle standards, approval workflows, review schedules, and content ownership.
• Establish governance frameworks for article quality, compliance, and knowledge reuse.
• Maintain audit readiness and documentation standards.

ServiceDesk Plus Knowledge Base Administration

• Administer and maintain the Knowledge Base module within ManageEngine ServiceDesk Plus.
• Configure categories, templates, tags, metadata, and article structures.
• Ensure proper integration between Incident, Problem, Change, and Knowledge Management processes.
• Manage user roles, permissions, and content visibility.

Knowledge Content Management

• Create, review, publish, and retire knowledge articles.
• Capture resolutions from incidents, service requests, problem records, and major incidents.
• Develop SOPs, troubleshooting guides, work instructions, known error documentation, and FAQs.
• Drive knowledge standardization across Service Desk, Infrastructure, Applications, Network, Security, and End User Support teams.

Continuous Service Improvement

• Identify knowledge gaps through ticket trending and root cause analysis.
• Promote shift-left and self-service initiatives by expanding reusable knowledge content.
• Improve service desk effectiveness through knowledge-driven support practices.

Training and Adoption

• Conduct training sessions and awareness programs for support teams.
• Drive adoption of Knowledge-Centered Support (KCS) principles.
• Coach analysts and engineers on article creation and knowledge reuse.
• Promote self-help and self-service knowledge utilization among end users.

Reporting and Analytics

• Track and report:
  • Knowledge article utilization
  • Knowledge contribution rates
  • First Contact Resolution (FCR)
  • MTTR improvement
  • Self-service usage trends
  • Article quality and effectiveness scores
  • Knowledge gap analysis
• Present monthly performance reports and recommendations to management.

Required Skills

Technical Skills

• Strong experience with ManageEngine ServiceDesk Plus (SDP).
• Expertise in ITIL-based Knowledge Management processes.
• Experience with Incident, Problem, Change, Service Request, and CMDB processes.
• Knowledge of KCS (Knowledge-Centered Service) methodologies.
• Experience in creating technical and operational documentation.
• Familiarity with reporting and dashboard creation within ITSM platforms.

Functional Skills

• Excellent technical writing and documentation skills.
• Process governance and compliance management.
• Analytical and problem-solving abilities.
• Stakeholder management and communication skills.
• Training and coaching capabilities.

Preferred Tools

• ManageEngine ServiceDesk Plus
• SharePoint
• Microsoft 365
• Power BI
• AI-enabled knowledge platforms and chatbots