Knowledge and Service Manager (Incident & Changes)

Roles & Responsibilities:

ServiceNow KCS Implementation & Training

• Train employees on the Knowledge-Centered Service (KCS) module in ServiceNow.
• Ensure adoption of KCS best practices across all teams.
• Develop and update training materials, guides, and documentation.

Knowledge Governance & Compliance

• Define and enforce governance policies for knowledge management.
• Monitor knowledge article quality, structure, and adherence to standards.
• Ensure published content is accurate, up-to-date, and follows compliance guidelines.

Knowledge Base Management & Optimization

• Oversee the creation, review, and lifecycle management of knowledge articles.
• Encourage a culture of continuous knowledge sharing and reuse.
• Ensure proper categorization and tagging for efficient searchability.

Reporting, Analytics & Continuous Improvement

• Track KCS usage metrics, article contributions, and employee engagement.
• Provide regular reports and insights on knowledge trends and gaps.
• Work with leadership to improve knowledge-sharing processes based on analytics.

Collaboration & Support

• Act as a central point of contact for knowledge management inquiries.
• Collaborate with L1, L2, L3 teams to ensure knowledge is shared effectively.
• Coordinate with the customer’s teams to align knowledge strategy with business needs.
• Prepares periodic customer service reviews
• Compiling and analyzing data to measure performance
• Reporting on department performance to upper management
• Take ownership of customers issues and follow problems through to resolution
• Develop service procedures, policies and standards
• Keep accurate records and document customer service actions and discussions
• Analyze statistics and compile accurate reports