ITSM - Knowledge Management - Associate/Senior Associate

Location: Pune, India; onsite. Ability to work the stated UK shift from Pune is required.

Company

hirify.global is a professional services and technology firm serving insurance, financial services, public sector, and other highly regulated global businesses.

What you will do

• Execute and improve the Knowledge Management roadmap under the direction of the Senior Lead Associate.
• Govern knowledge policies, standards, templates, taxonomies, metadata, ownership models, approval workflows, and review schedules.
• Manage the complete article lifecycle, including creation, validation, publication, updates, archiving, and retirement.
• Embed knowledge capture and reuse into Incident, Request, Problem, and Change Management workflows.
• Facilitate knowledge harvesting with Service Desk analysts, subject matter experts, resolver groups, and service owners.
• Administer ServiceNow Knowledge Management, identify automation and AI-assisted knowledge opportunities, and report on content quality and self-service success.

Requirements

• 7–12 years of total professional experience, including at least 4 years of directly relevant Knowledge Management, KCS, or ITSM knowledge-governance experience.
• Hands-on experience with ServiceNow Knowledge Management or a comparable enterprise ITSM knowledge platform.
• Practical experience in an IT Service Desk, technical support, or IT operations environment.
• Experience with ITIL 4 Knowledge Management, KCS principles, governance, taxonomies, article standards, reporting, and continual improvement.
• ITIL 4 Foundation certification and a Bachelor's degree in Information Technology, Computer Science, Business, Communications, or a related discipline.
• Strong written communication skills and the ability to work the stated UK shift from Pune.

Nice to have

• Experience with KCS maturity models, self-service portals, enterprise search, chatbots, virtual agents, ServiceNow AI capabilities, or global shared services.

Culture & Benefits

• Permanent, full-time employment in an onsite Pune role.
• Individual-contributor position with collaboration across Service Desk, resolver teams, subject matter experts, and service owners.
• Opportunity to work on knowledge governance, automation, innovation, and responsible AI capabilities.
• Global professional environment serving highly regulated clients across insurance, financial services, and public-sector markets.

Hiring process

• Application review followed by the hiring stage.