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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