Role Summary

Responsible for driving Knowledge Management, Problem Management, and ITSM Reporting, ensuring operational efficiency, continuous improvement, and data-driven decision-making.

Key Responsibilities

1. Process Ownership & Governance

• Own and govern Knowledge, Problem, and Reporting processes
• Ensure processes are followed across Service Desk and resolver teams
• Maintain process documentation, standards, and policies
• Ensure alignment with ITIL practices and contractual requirements

2. Problem Management

• Manage end-to-end Problem Management lifecycle (identification → RCA → resolution tracking)
• Analyse incident trends to identify recurring issues and root causes
• Drive permanent fixes in coordination with technical teams
• Maintain and track problem backlog, known errors, and workarounds
• Ensure reduction in recurring incidents through structured RCA

3. Knowledge Management

• Ensure creation and maintenance of knowledge articles and knowledge base
• Drive knowledge reuse and shift-left adoption
• Ensure knowledge quality (accuracy, completeness, standardisation)
• Identify gaps and ensure new knowledge articles are created
• Promote self-service through knowledge availability

4. Reporting & Analytics

• Own ITSM reporting (Incident, Request, Problem, SLA performance)
• Generate standard and ad-hoc reports for stakeholders
• Analyse trends, patterns, and performance gaps
• Provide insights for service improvement and decision making
• Ensure data accuracy in ITSM tools (ServiceNow, etc.)

5. Continuous Improvement

• Identify improvement opportunities using data (trends, RCA outcomes)
• Drive CSI initiatives across processes
• Enable automation, knowledge reuse, and process efficiency
• Track improvement outcomes and benefits

6. Stakeholder Coordination

• Act as key contact for problem reviews, reporting, and knowledge governance
• Present trends, insights, and improvement actions in service reviews
• Coordinate with Incident, Change, and Service Desk teams

7. Team Oversight

• Guide process controllers / analysts for Problem, Knowledge, and Reporting
• Ensure quality of RCA, knowledge articles, and reports
• Conduct regular reviews and governance checks

Required Experience:

• Minimum of 7+ years of progressive experience in IT Service Management, with a dedicated focus on Knowledge Management, Problem Management &  Service Level Management/Reporting.
• Proven experience in a senior or lead role responsible for developing and implementing ITIL processes.
• Extensive hands-on experience with ITSM platforms (e.g., ServiceNow, Jira Service Management, BMC Helix ITSM) for Knowledge, Problem Management and reporting modules.

Required Skills:

• Expert knowledge of ITIL principles and processes, particularly Knowledge Management, Problem Management Service Level Management, and Continual Service Improvement.
• Demonstrated ability to develop and execute strategy for Knowledge Management, Problem Management and Service Level Reporting.
• Strong analytical skills with the ability to interpret complex data, identify trends, and derive actionable insights.
• Proficiency in designing and generating comprehensive reports and dashboards.
• Excellent written and verbal communication skills, including the ability to present complex information clearly and concisely to diverse audiences.
• Experience in content creation, editing, and governance for knowledge bases.
• Strong stakeholder management skills, with the ability to influence and persuade.
• Detail-oriented with a commitment to accuracy and data integrity.
• Ability to work independently, prioritize tasks, and manage multiple initiatives.