Sr Analyst-Service Request & Knowledge management

Role Overview

The Service Request and Knowledge Manager is a leadership role responsible for the governance execution and continuous improvement of ITIL-based Service Request Management and Knowledge Management processes across the organization. This role ensures a high-quality user-centric service request experience through a well-defined Service Catalog effective workflow planning and strong integration with ServiceNow development teams. Serving as the process owner for Service Request and Knowledge Management the role drives consistency usability and operational efficiency while aligning with ITIL best practices and business objectives. The role works cross-functionally with Infrastructure Operations Security Application teams and business stakeholders to enable accurate relevant and reusable knowledge content mature request workflows and scalable self-service capabilities. With increasing focus on automation and AI-driven ITSM this role promotes awareness and adoption of AI-enabled knowledge request fulfillment and intelligent routing capabilities to improve user experience and operational outcomes.

Key Responsibilities

• Own improve and govern Service Request Management and Knowledge Management processes end to end.
• Define maintain and enforce Service Catalog standards request models fulfillment workflows and approval structures.
• Partner closely with ServiceNow development teams to support workflow planning and design for new and enhanced catalog items.
• Ensure service request workflows are efficient scalable and aligned with operational and business needs.
• Govern Knowledge Management processes including article standards lifecycle management review cadence and retirement.
• Drive cross-functional collaboration to ensure knowledge articles are accurate actionable and reusable.
• Promote knowledge reuse self-service adoption and shift-left strategies.
• Ensure alignment of Service Request & Knowledge processes across all teams.
• Define track and report on Service Request and Knowledge KPIs including fulfillment performance and knowledge effectiveness.
• Support adoption of AI-enabled capabilities such as virtual agents intelligent search and automated fulfillment.
• Identify gaps risks and improvement opportunities across people process tooling and content quality.
• Ensure workflows and knowledge content meet audit risk and compliance requirements where applicable.

Required Knowledge & Skills

• Expert-level knowledge of ITIL Service Request Management and Knowledge Management.
• Strong understanding of Service Catalog design request modeling and fulfillment lifecycle.
• Experience with ServiceNow Service Catalog Request Fulfillment and Knowledge modules.
• Ability to collaborate with ServiceNow development teams on workflow planning and requirements definition.
• Strong understanding of knowledge lifecycle management and content governance.
• Awareness of AI-driven ITSM capabilities including knowledge recommendations and automation.
• Strong organizational and coordination skills in cross-functional environments.
• Excellent English communication skills both written and verbal as this will be a cross functional role and will work with and across multiple teams
• Demonstrated ability to balance governance with usability and adoption.

Qualifications :

• Bachelors degree in Information Technology Computer Science or related field or equivalent practical experience.
• 5 years of experience in Service Request Management and/or Knowledge Management
• 5 years of experience working with ITIL-based IT Service Management processes.
• 5 years of experience working with the ServiceNow platform in an enterprise environment.
• ITIL v3 or ITIL 4 certification required.

Preferred Qualifications & Skills

• ServiceNow certification(s) related to Service Catalog Knowledge or ITSM.
• Experience supporting enterprise self-service portals and large Service Catalogs.
• Experience using SharePoint or similar platforms for documentation and content governance.
• Exposure to AI-driven ITSM initiatives or virtual agent implementations.
• Experience driving continuous improvement initiatives focused on user experience.

Remote Work :

No

Employment Type :

Full-time