Knowledge Base Content Manager (ServiceNow & Digital Knowledge Platforms)

Job Description – Knowledge Base Content Manager (ServiceNow & Digital Knowledge Platforms)

Role Overview

We are looking for a Knowledge Base Content Manager to oversee the creation, consolidation and maintenance of knowledge base content across our organisation. Based in Chennai, India, this role will design and execute a comprehensive content strategy, supervise a team of writers and editors, and ensure that documentation is accurate, concise and aligned with organizational standard. The Knowledge Base Content Manager will unify disparate knowledge bases created through acquisitions or regional implementations and support self‑service adoption by delivering high‑quality content across multiple channels.

Key Responsibilities

•    Develop and implement content strategy: Define and execute a knowledge base roadmap that supports organisational objectives, ensuring consistent tone, style and taxonomy across all articles. 
•    Supervise content production: Work with subject‑matter experts to create, edit and maintain knowledge articles, process documentation and troubleshooting guides. Provide clear guidelines, training and mentorship to ensure high editorial standards.
•    Collaborate cross‑functionally: Partner with product, engineering, support, training and marketing teams to ensure that new products, updates and processes are documented effectively. Coordinate localisation efforts to support multilingual audiences.
•    Establish standards and governance: Create and maintain content standards, templates and taxonomies. Implement editorial workflows and governance processes to ensure accuracy, clarity and compliance with regulatory requirements.
•    Drive continuous improvement: Monitor knowledge base performance metrics (e.g., page views, deflection rate, first‑contact resolution, bounce rate) and use analytics to refine strategies. Gather user feedback and identify gaps to enhance content effectiveness and user satisfaction.
•    Champion knowledge management: Promote the knowledge base as the single source of truth across the organisation. Conduct training sessions and workshops to encourage adoption and best‑practice contributions.

Required Qualifications

•    Education: Bachelor’s degree in communications, English, Technical Writing, Information Science or a related field. A master’s degree or professional certification in knowledge management or technical communication is a plus.

Experience:

8–10 years of experience in knowledge management, technical writing or content development, with at least 3–4 years in a managerial or lead role. Demonstrated success building and maintaining large‑scale knowledge bases or help centers.

•    Writing and editing skills: Exceptional ability to translate complex technical concepts into clear, user‑friendly content. Experience with technical writing, peer reviews and editorial standards.
•    Knowledge management systems: Proficiency with knowledge or content management platforms such as ServiceNow Knowledge Management, Confluence, SharePoint or similar. Exposure to generative AI‑based knowledge tools is desirable.
•    Collaboration: Strong collaboration skills and project management, with the ability to motivate and manage cross‑functional teams. Familiarity with IT service management processes and enterprise software workflows is beneficial.
•    Technical writing certifications: Certifications such as Certified Knowledge Manager (CKM), Certified Professional Technical Communicator (CPTC) or ServiceNow Certified Application Developer/Implementation Specialist (Knowledge Management) are advantageous.

Preferred Qualifications

•    Experience with localisation workflows and managing translations for multilingual knowledge bases.
•    Familiarity with analytics tools and dashboards to track content performance and user engagement.
•    Exposure to AI/ML technologies for knowledge discovery, chatbots or virtual assistants.
•    Ability to work in a hybrid or remote environment and manage distributed teams.

Desired Traits

•    Strategic thinker: Able to see the big picture and align content strategy with organisational goals.
•    Change agent: Passion for continuous improvement and willingness to adopt new technologies and methodologies.
•    Customer advocate: Empathy for users and a focus on delivering content that improves the customer experience and reduces support friction.

Employment Type and Location

•    Full‑time position based in Chennai, India.