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
Acerca de Cognizant
Cognizant (Nasdaq: CTSH) es un creador de soluciones de IA y proveedor de servicios tecnológicos que conecta la inversión en IA con el valor empresarial mediante el desarrollo de soluciones de IA full‑stack para sus clientes. Su profundo conocimiento de la industria, junto con su experiencia en procesos e ingeniería, permite incorporar el contexto único de cada organización en sistemas tecnológicos que amplifican el potencial humano, generan resultados tangibles y mantienen a las empresas a la vanguardia en un entorno en constante cambio. Más información en cognizant.ai o @cognizant.
Información adicional de empleo
La información de compensación es precisa a la fecha de esta publicación. Cognizant se reserva el derecho de modificar esta información en cualquier momento, sujeto a la legislación aplicable.
Es posible que se requiera que los solicitantes asistan a entrevistas en persona o por videoconferencia. Además, es posible que se requiera que los candidatos presenten su identificación actual emitida por el estado o gobierno durante cada entrevista.
Cognizant es un empleador que ofrece igualdad de oportunidades. Tu solicitud y candidatura no serán consideradas en base a raza, color, sexo, religión, credo, orientación sexual, identidad de género, origen nacional, discapacidad, información genética, embarazo, condición de veterano o cualquier otra característica protegida por las leyes federales, estatales o locales.
Si tienes una discapacidad que requiere adaptaciones razonables para buscar una vacante de trabajo o enviar una solicitud, puedes enviar un correo electrónico a [email protected] con tu solicitud e información de contacto.
