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.
Establish continual improvement plans based on performance metrics and feedback.
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
