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
About Cognizant
Cognizant (Nasdaq: CTSH) is an AI Builder and technology services provider, bridging the gap between AI investment and enterprise value by building full-stack AI solutions for our clients. Our deep industry, process and engineering expertise enables us to build an organization’s unique context into technology systems that amplify human potential, drive tangible outcomes and keep global enterprises ahead in a fast-changing world. See how at cognizant.ai or @cognizant.
Things to know before you apply
- Work authorization: Cognizant will only consider applicants for this position who are legally authorized to work in Canada without requiring employer sponsorship, now or at any time in the future.
- Accommodations: If you have a disability that requires reasonable accommodation to search for a job opening or submit an application, please email [email protected] with your request and contact information.
- AI in hiring: We use artificial intelligence (AI) tools to help us screen and assess applications more efficiently. Our team performs additional human review and ultimately decides who moves forward in our hiring process.
- Open position: Unless otherwise stated, this job posting is for an open position on our team.
- Language proficiency: We ask that all candidates have basic English proficiency for company-wide communications purposes. For roles based in Quebec, professional English proficiency is required, as you’ll deliver services to and collaborate with stakeholders outside the province who may not speak French.
- Inclusion: Cognizant is an equal opportunity employer. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other characteristic protected by federal, provincial or local laws.
