Associate/Senior Associate - ITSM Knowledge Management

The Knowledge Manager owns the operational governance and full lifecycle of IT knowledge used by the Service Desk, resolver teams and end users. Reporting to the Senior Lead Associate - Service Desk and Knowledge Management, the role converts technical and operational expertise into accurate, searchable, reusable and user-friendly content.

The role works across Incident, Request, Problem and Change Management to embed knowledge capture and reuse into day-to-day practices, strengthen first-contact resolution and improve self-service. This is an individual-contributor role; Service Desk leadership, staffing, escalation ownership and strategic direction remain with the Senior Lead Associate.