Job Description:
Key Responsibilities
Knowledge Strategy & Governance
- Define and maintain the Knowledge Management framework aligned with organizational and ITSM standards (e.g., ITIL).
- Establish knowledge governance, review cycles, quality standards, and ownership.
- Ensure compliance with information security, data privacy, and regulatory requirements.
Knowledge Creation & Maintenance
- Develop, curate, and maintain knowledge articles, SOPs, FAQs, runbooks, playbooks, and learning materials.
- Review and validate knowledge content for accuracy, relevance, and usability.
- Ensure knowledge is updated promptly following process, tool, or service changes.
Tool & Platform Management
- Manage KM platforms such as ServiceNow Knowledge Base, SharePoint, Confluence, or similar tools.
- Enable effective search, taxonomy, tagging, and metadata management for easy retrieval.
- Support integration of KM with service desks and digital workplace tools.
Operational Enablement
- Support service teams by ensuring first‑time-right knowledge is available to reduce incidents and escalations.
- Collaborate with SMEs, service owners, and delivery teams to capture tacit knowledge.
- Track and improve knowledge reuse, resolution time, and service quality metrics.
Continuous Improvement & Analytics
- Analyze knowledge usage, gaps, and trends using KPIs and dashboards.
- Drive knowledge improvement initiatives, automation, and AI‑assisted knowledge (where applicable).
- Support shift‑left, self‑service, and digital adoption initiatives.
Training & Adoption
- Promote a knowledge‑sharing culture across the organization.
- Conduct training and awareness sessions on KM processes and tools.
- Act as a KM point of contact during new service onboarding and transitions.
Required Skills & Competencies
Technical / Functional Skills
- Strong understanding of Knowledge Management and ITSM (ITIL).
- Hands‑on experience with KM tools (ServiceNow, SharePoint, Confluence, etc.).
- Experience in process documentation, SOP creation, and content lifecycle management.
- Exposure to automation, AI, or analytics tools is an advantage (e.g., Copilot, Power BI).
Analytical & Communication Skills
- Excellent documentation, communication, and stakeholder management skills.
- Ability to translate complex technical information into clear, user‑friendly knowledge content.
- Strong data analysis and reporting mindset.
Behavioral Skills
- Attention to detail and quality‑focused mindset.
- Proactive, organized, and improvement‑oriented.
- Ability to work independently and across cross‑functional teams.
Qualifications
- Bachelor’s degree in Information Technology, Computer Science, Business, or related field.
- ITIL Foundation certification (preferred).
- KM, process improvement, or service management certifications (desirable).
Experience & Job Level Alignment (Indicative)
Level 14
- Experience: 2–4 years
- Entry‑level KM or operations support experience
- Focus on knowledge creation, updates, and tool support
At DXC Technology, we believe strong connections and community are key to our success. Our work model prioritizes in-person collaboration while offering flexibility to support wellbeing, productivity, individual work styles, and life circumstances. We’re committed to fostering an inclusive environment where everyone can thrive.
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