Service Desk Knowledge Manager

·         Define and govern the Knowledge Management strategy, framework, policies, standards and operating model to ensure consistent knowledge practices across the organization.

·         Own the end-to-end knowledge lifecycle, including knowledge capture, creation, review, approval, publication, maintenance, archival, and retirement of knowledge assets.

·         Establish and enforce content quality standards, ensuring all knowledge articles are accurate, relevant, searchable, compliant, and user-focused.

·         Lead knowledge readiness for transitions and transformations, including knowledge inventory assessment, gap analysis, KT governance, article creation plans, and go-live sign-off.

·         Monitor and report on key KM metrics such as knowledge reuse, search effect iveness, article quality, self-service deflection, content freshness, and user adoption trends.

·         Drive continuous service improvement by leveraging knowledge analytics, automation, AI-enabled search, and self-service capabilities to enhance user experience and reduce support effort.

RoleService Delivery Owner

Qualifications

BACHELOR OF TECHNOLOGY