Knowledge Manager–ServiceDesk Plus & ITSM

Job Description:

Knowledge Manager – Service Desk 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.

• 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.

• Administer and maintain the Knowledge Base module within Manage Engine Service Desk 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.

• 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.

• 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.

• 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.

• 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.

• Strong experience with Manage Engine Service Desk 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.

• 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.

• Manage Engine Service Desk Plus
• Share Point
• Microsoft 365
• Power BI
• AI-enabled knowledge platforms and chatbots