Knowledge Management Specialist

Job title: Service Management - Knowledge Management

Job location: Hyderabad/Bangalore

Work mode: Work from office

NOTE: Must be comfortable to work in the rotational shifts.

The Release manager is responsible for overseeing release and change delivery component, ensuring alignment with business needs, and driving continuous service improvements. This role requires strong expertise in the ITIL framework and extensive experience with ServiceNow ITSM. The ideal candidate will ensure high availability, performance, and efficiency of IT services while leveraging ITSM tools for optimization.

Key Responsibilities:

Change & Release Management:

• Experience in Release, Release Enablement, leading infra and apps with in dependent and operational requirement. Desire to tackle dependent issues problem for continuous service improvements.
• Leads agile release trains across towers for flawless releases.
• Understanding exposure of Apps, Infra, IT control and governance.
• Lead and Chair change and release cadences, refine and mature the practice.
• Measure industry outstanding metrics for change and release.
• Chair CAB and fitness for launch release calls for GO/NO GO along with tech and business leaders.
• Leadership skills, matrix management, service management, change, ITIL.
• Proven experience in managing team within dependent matrix.
• Skilled and experienced problem solving.
• Ensure SLAs (Service Level Agreements) and OLAs (Operational Level Agreements) are met.

Detailed Responsibilities:

• Ensure release processes are well detailed and kept up to date and improved inline with global release process.
• Focus on balancing efficiency, throughput, compliance and risk control for all the changes in defined scope.
• Lead release cadence in Agile way of working.
• Resolve dependency across teams for release planning and implementation.
• Drive continual service improvements change and release practices.
• Excellent communication, leadership, and problem-solving abilities.
• Oversee change management processes to ensure minimal disruption to business operations.
• Collaborate with cross-functional teams, including IT, operations, and engineering, to address and resolve problems.
• Skilled in collaborating with cross-functional teams and stakeholders to ensure data accuracy and usability.

Stakeholder & Vendor Management:

• Collaborate with business leaders to understand service needs and ensure IT alignment.
• Manage relationships with third-party vendors, ensuring contract compliance and performance.
• Act as the primary point of contact for escalations related to release and change.

Required Skills & Qualifications:

• 3 to 5 years (Associate) 5 to 10 years (SA) of experience in IT service management, with hands-on expertise in ServiceNow ITSM.
• Strong knowledge of ITIL framework (ITIL v3/v4 certification preferred).
• Experience in ServiceNow ITSM modules, including release, Change
• Ability to create and manage ServiceNow reports, dashboards, and workflows for ITSM processes.
• Strong stakeholder management and vendor negotiation skills.
• Excellent communication, leadership, and analytical skills.
• Ability to work in a fast-paced, dynamic environment.

Preferred Qualifications:

• ITIL v4 Certification (Foundation or higher).

• Knowledge of cloud-based IT service management .
• PMP or Agile/Lean certifications are a plus.