Service Desk Knowledge Manager
TCS · Bangalore
Source and collection record
Last observed by our collector: . This is not a manual review or a confirmation from the employer.
Employer requisition: 434962
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Collected role description
· Define and govern the Knowledge Management strategy, framework, policies, standards and operating model to ensure consistent knowledge practices across the organization. · Own the end-to-end knowledge lifecycle, including knowledge capture, creation, review, approval, publication, maintenance, archival, and retirement of knowledge assets. · Establish and enforce content quality standards, ensuring all knowledge articles are accurate, relevant, searchable, compliant, and user-focused. · Lead knowledge readiness for transitions and transformations, including knowledge inventory assessment, gap analysis, KT governance, article creation plans, and go-live sign-off. · Monitor and report on key KM metrics such as knowledge reuse, search effect iveness, article quality, self-service deflection, content freshness, and user adoption trends. · Drive continuous service improvement by leveraging knowledge analytics, automation, AI-enabled search, and self-service capabilities to enhance user experience and reduce support effort.</p
Collected minimum qualification
BACHELOR OF TECHNOLOGY
Collected experience requirement
6 - 8 Years