Request & Knowledge Mgmt Lead

Request & Knowledge Mgmt Lead

Job Description

Your Responsibilities:

• Own end-to-end Service Request Management and Knowledge Management processes.
• Define, document, and maintain process policies, standards, workflows, and procedures.
• Ensure alignment with ITIL frameworks and organizational goals.
• Establish and enforce process governance, compliance, and audit readiness.
• Serve as the functional lead for ServiceNow modules related to: Service Catalog, Request Fulfillment and Knowledge Management.
• Partner with ServiceNow developers/administrators to design and optimize workflows, catalog items, and knowledge lifecycle.
• Drive automation, self-service capabilities, and digital transformation initiatives.
• Oversee creation, maintenance, and optimization of service catalog items.
• Ensure requests are standardized, user-friendly, and aligned with business needs.
• Reduce manual effort through workflow automation and integration.
• Monitor request fulfillment performance (SLAs, turnaround time, backlog).
• Establish and maintain a knowledge management strategy, including governance and lifecycle management.
• Promote knowledge-centered service practices.
• Ensure content quality, relevance, accessibility, and compliance.
• Drive adoption of knowledge articles for self-service and agent use.
• Analyze KPIs and metrics to identify improvement opportunities.
• Lead initiatives to improve efficiency, user satisfaction, and cost-effectiveness.
• Conduct regular process maturity assessments and improvement roadmaps.
• Drive shift-left strategies and self-service adoption.
• Collaborate with IT, business stakeholders, service owners, and support teams.
• Facilitate workshops and training sessions.
• Act as a trusted advisor on ITSM best practices and ServiceNow capabilities.
• Manage vendor/partner relationships where applicable.
• Define and track KPIs such as: Request fulfillment SLAs, Catalog usage and adoption
• Knowledge article usage, quality, and deflection rate.
• Provide regular reporting and insights for leadership.
• Drive accountability across teams for process adherence.
• Provide backup support for other Process Leads when they are out of the office and as needed.
• Provide after-hour support as and when required.

Your Profile:

• Bachelor’s degree in computer science / information systems or equivalent combination of relevant education and experience.
• ServiceNow Certification, ITIL Certification or equivalent.
• 4+ years of experience with ServiceNow ITSM modules (Service Catalog & Knowledge Management).
• Deep understanding of the ITIL and ITSM processes, IT Infrastructure and Information Systems.
• 2+ years of experience with Power BI and Microsoft Teams.
• Excellent verbal, presentation and written communication skills in English, including the ability to communicate complex technical issues effectively and clearly to non-technical colleagues.
• Ability to create professional quality technical documentation, procedures, presentations and knowledge articles.
• Ability to prioritize and complete multiple tasks during critical and high-pressure situations.
• Excellent planning, collaborative, interpersonal, and time management skills.
• Excellent troubleshooting and problem-solving skills coupled with strong analytical skills.

City

Bengaluru

State

Karnataka

Location Country

India

Experience Level

Senior Level