Cognizant

Knowledge Manager-ServiceDesk Plus & ITSM

Cognizant$88K — $105K *
Information Technology
Less than 5 years of experience
Job Overview by Ladders

Qualifications

  • 5-7 years of experience in Knowledge Management and ITSM.
  • Strong understanding of ITIL and KCS methodologies.
  • Expertise in ManageEngine ServiceDesk Plus administration.
  • Excellent technical writing and documentation skills.
  • Experience analyzing service desk performance metrics.

Responsibilities

  • Own and manage the Knowledge Management process aligned with ITIL.
  • Establish governance frameworks for knowledge article quality.
  • Administer the Knowledge Base module within ServiceDesk Plus.
  • Create and publish knowledge articles, SOPs, and FAQs.
  • Conduct training sessions and promote KCS principles.
  • Identify and address knowledge gaps through analysis.
  • Track and report on knowledge article effectiveness and utilization.

Benefits

  • Hybrid working model with 2-3 days onsite.
  • Opportunities for professional growth and development.
  • Access to advanced ITSM tools including AI capabilities.
  • Collaborative work environment with support teams.
Full Job Description
Job Description: Knowledge Manager - ServiceDesk Plus ITSM

Location: Des Moines, IA/ Hybrid (2 or 3 days Onsite)

Key Responsibilities

Knowledge Management Governance
  • Own and manage the Knowledge Management process aligned with ITIL and Knowledge-Centered Service (KCS) practices.
  • Define knowledge lifecycle standards, approval workflows, review schedules, and content ownership.
  • Establish governance frameworks for article quality, compliance, and knowledge reuse.
  • Maintain audit readiness and documentation standards.

ServiceDesk Plus Knowledge Base Administration
  • Administer and maintain the Knowledge Base module within ManageEngine ServiceDesk Plus.
  • Configure categories, templates, tags, metadata, and article structures.
  • Ensure proper integration between Incident, Problem, Change, and Knowledge Management processes.
  • Manage user roles, permissions, and content visibility.

Knowledge Content Management
  • Create, review, publish, and retire knowledge articles.
  • Capture resolutions from incidents, service requests, problem records, and major incidents.
  • Develop SOPs, troubleshooting guides, work instructions, known error documentation, and FAQs.
  • Drive knowledge standardization across Service Desk, Infrastructure, Applications, Network, Security, and End User Support teams.

Continuous Service Improvement
  • Identify knowledge gaps through ticket trending and root cause analysis.
  • Promote shift-left and self-service initiatives by expanding reusable knowledge content.
  • Improve service desk effectiveness through knowledge-driven support practices.
  • Establish continual improvement plans based on performance metrics and feedback.

Training and Adoption
  • Conduct training sessions and awareness programs for support teams.
  • Drive adoption of Knowledge-Centered Support (KCS) principles.
  • Coach analysts and engineers on article creation and knowledge reuse.
  • Promote self-help and self-service knowledge utilization among end users.

Reporting and Analytics
  • Track and report:
    • Knowledge article utilization
    • Knowledge contribution rates
    • First Contact Resolution (FCR)
    • MTTR improvement
    • Self-service usage trends
    • Article quality and effectiveness scores
    • Knowledge gap analysis
  • Present monthly performance reports and recommendations to management.

Required Skills

Technical Skills
  • Strong experience with ManageEngine ServiceDesk Plus (SDP).
  • Expertise in ITIL-based Knowledge Management processes.
  • Experience with Incident, Problem, Change, Service Request, and CMDB processes.
  • Knowledge of KCS (Knowledge-Centered Service) methodologies.
  • Experience in creating technical and operational documentation.
  • Familiarity with reporting and dashboard creation within ITSM platforms.

Functional Skills
  • Excellent technical writing and documentation skills.
  • Process governance and compliance management.
  • Analytical and problem-solving abilities.
  • Stakeholder management and communication skills.
  • Training and coaching capabilities.

Preferred Tools
  • ManageEngine ServiceDesk Plus
  • SharePoint
  • Microsoft 365
  • Power BI
  • AI-enabled knowledge platforms and chatbots


About Cognizant

TriZetto is Powering Integrated Healthcare Management. With technology solutions touching more than half the U.S. population today, TriZetto is uniquely positioned to drive the convergence of core benefit administration, care management and constituent engagement. TriZetto provides premier information technology solutions that enable payers and other constituents in the healthcare supply chain to improve the coordination of benefits and care for healthcare consumers.

Cognizant Careers

Join the vibrant team at Cognizant, a leading provider of information technology, consulting, and business process services. Cognizant is not just a company; it's a community where innovation, leadership, and diversity are valued and where every team member is encouraged to thrive.

Work You’ll Do

At Cognizant, we are dedicated to helping the world's leading companies build stronger businesses — not just for today but for the future. This commitment to growth and sustainability is what makes Cognizant a unique place to advance your career.

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Whether you're looking for an entry-level position or a more senior role, Cognizant offers a plethora of job opportunities that could be perfect for you. Our hiring process is designed to be transparent and engaging, ensuring that every candidate is able to showcase their skills and potential fully.

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Kickstart your career with Cognizant’s internship programs. These opportunities allow you to gain hands-on experience, develop your professional skills, and network with experts in your field. An internship at Cognizant is a stepping stone to full-time employment and a chance to see how your studies apply in the real world.

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Cognizant is committed to the professional growth of its employees. With access to cutting-edge training, leadership programs, and diversity initiatives, you can build a career that’s equipped for the demands of tomorrow’s business landscape.

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Our employees enjoy a range of benefits designed to support their physical, financial, and emotional well-being. Cognizant’s culture is built on a foundation of respect and inclusivity, where everyone’s contribution is valued. Join us and be part of a team that celebrates diversity and is driven to make a positive impact on the world.

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Learn more about Cognizant
Size
340,400 employees
Market Cap
$28.7 billion
Industry
Net Income
$1.3 billion
Founded
1994
5 Year Trend
+6.5%
Revenue
$16.6 billion
NASDAQ

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