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
Over Cognizant
Cognizant (NASDAQ: CTSH) is een bouwer van AI-oplossingen en een leverancier van technologiediensten. Wij slaan de brug tussen AI-investeringen en ondernemingswaarde door het bouwen van full-stack AI-oplossingen voor onze klanten. Onze diepgaande kennis van sectoren, processen en engineering stelt ons in staat om de unieke context van een organisatie te verankeren in technologische systemen. Deze systemen versterken het menselijk potentieel, realiseren tastbare resultaten en geven wereldwijde ondernemingen een voorsprong in een snel veranderende wereld. Ontdek hoe op cognizant.ai of @cognizant.
Aanvullende arbeidsinformatie
De informatie over de beloning is correct op de datum van deze vacature. Cognizant behoudt zich het recht voor om deze informatie op elk moment te wijzigen, met inachtneming van de toepasselijke wetgeving.
Van sollicitanten kan worden verwacht dat zij gesprekken bijwonen, persoonlijk of via een videogesprek. Daarnaast kan van kandidaten worden gevraagd om tijdens elk gesprek een geldig, door de overheid uitgegeven identiteitsbewijs (zoals een identiteitskaart of paspoort) te tonen.
Cognizant is een werkgever die gelijke kansen biedt. Je sollicitatie en kandidatuur worden niet beoordeeld op basis van ras, huidskleur, geslacht, religie, levensovertuiging, seksuele geaardheid, genderidentiteit, nationale afkomst, handicap, genetische informatie, zwangerschap, veteranenstatus of enige andere eigenschap die wordt beschermd door federale, regionale of lokale wetgeving.
