Role Objectives
Establish and mature the Problem and Knowledge Management processes in alignment with ITIL best practices.
Reduce business impact by identifying and eliminating recurring issues through effective root cause analysis.
Build and maintain a reliable Knowledge Base that supports self-service, shift-left, and faster resolution of incidents
Responsibilities
Problem Management
Lead proactive and reactive Problem Management, ensuring high-quality RCA for major incidents.
Maintain the full Problem lifecycle: identification, logging, prioritization, investigation, resolution, and closure.
Monitor trends, identify systemic issues, and recommend preventive measures.
Collaborate with Service Owners, Incident/Change Managers, and technical teams to drive permanent fixes.
Knowledge Management
Own and evolve the Knowledge Management strategy and process.
Develop and maintain Knowledge Articles to ensure accuracy, relevance, and usability.
Champion a knowledge-first culture by embedding Knowledge-Centered Service (KCS) principles.
Enable self-service adoption through portals and automation, reducing ticket volumes.
Required Skills:
15+ years of IT experience, with significant expertise in Problem and Knowledge Management.
Strong knowledge of ITIL v3/v4 frameworks (certification preferred).
Proven hands-on experience with ServiceNow or equivalent ITSM platforms.
Excellent root cause analysis and problem-solving abilities.
Strong communication and stakeholder management skills, able to influence across global teams.
Experience in knowledge governance and Knowledge-Centered Service (KCS).
Ability to analyze data, create meaningful reports, and present to senior leadership.
Strong organizational skills, with the ability to manage multiple priorities in a global IT environment.
Required Skills:
Bachelor’s degree in information technology, Computer Science, or a related field.
Certifications such as ITIL Intermediate/Expert, PMP, or relevant industry certifications are desirable.