About this role
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.