ServiceNow Knowledge Management jobs

IT&D Manager - Service Management - Knowledge & Service Catalogue

Reckitt Benckiser Group plc · Posted Nov 11, 2026

Open

Hyderabad, Telangana, India
Full-time · Manager
15+ years

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IT&D Manager - Service Management - Knowledge & Service Catalogue

Reckitt Benckiser Group plc · Posted Nov 11, 2026

Open

Hyderabad, Telangana, India
Full-time · Manager
15+ years

Apply with Referso

Knowledge Manager Lead (ITSM)

WTW · Posted Nov 13, 2026

Open

Taguig City, National Capital Region, Philippines
Hybrid
Full-time · Lead

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Lead knowledge management across WTW as the process owner and central source of guidance, shaping how colleagues find answers and how our AI-powered self-service learns.

Responsibilities

Lead the knowledge lifecycle: validate, publish, review, recertify and retire content, holding owners accountable for currency.
Analyze and create reporting for ServiceNow and WTW AI tooling data (search results, unresolved queries, feedback, usage) to find knowledge gaps.
Prioritize improvements by user demand, business impact, operational risk and content effectiveness.
Turn gaps into tracked improvement activities through ServiceNow requests and continual improvement records (RITM/CIM), with clear owners, plans and escalation.
Work with service owners, SMEs, Service Desk and technology teams to create and improve content.

Requirements

ITIL Foundation certification
Nice to have: ServiceNow requests and continual improvement records
Nice to have: Process maturation
Nice to have: Automation implementation
Nice to have: Coaching in knowledge or service improvement practice

Skills

ITSM ServiceNow Knowledge Management Excel

Sr. Business Analyst - Knowledge Management

Global Payments Inc. · Posted Nov 11, 2026

Open

Alpharetta, Georgia, United States
Hybrid
Full-time · Senior
3+ years

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Senior Business Analyst – Knowledge Management

Responsibilities

Ensure the Global Knowledge Management process built on the Knowledge-Centered Service (KCS) methodology is adopted and that knowledge articles follow the Knowledge-Centered Service (KCS) Governance and Standards
Maintain relationships and collaborate with key stakeholders, influencing and driving adoption of Knowledge-Centered Service (KCS) best practices
Assist in the development of trends and analysis of Knowledge Management data
Support existing knowledge management tools and technologies, including knowledge databases, self-service portals and data extraction and workflow systems
Flexibility to acquire knowledge of new systems and practices in accordance with organization need, including AI, document automation and other ITSM process improvement tools

Requirements

Technical Bachelor's degree in Information Systems, Computer Science or related fields of study

Skills

ServiceNow Knowledge Management Knowledge-Centered Service (KCS) methodology Knowledge workflows

ServiceNow Knowledge Management jobs

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