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Lead Associate - Knowledge Management

With a startup spirit and 90,000+ curious and courageous minds, we have the expertise to go deep with the world’s biggest brands—and we have fun doing it. Now, we’re calling all you rule-breakers and risk-takers who see the world differently and are bold enough to reinvent it. Come, transform with us.

Inviting applications for the role of Lead Associate – Knowledge Management


Governs and promotes the knowledge management process throughout the company.

Develops and maintains style guidelines, templates, and standards for knowledge articles created in the IT service management tool.

Monitors and reports on knowledge management activities, capturing metrics and utilization. Trains staff on knowledge management methods and promotes activities on a regular basis to enhance knowledge management utilization and success.

Writes and edits knowledge articles to communicate complex and technical information more easily, following style guidelines and standards.

Assists associates within the organization to diagnose business needs and effectively communicate information.

Takes initiative to seek out content and conduct research.

As a member of Knowledge Management, the Senior Analyst primarily develops content and assists with governance and project management of knowledge articles.

Content development: Writes and edits knowledge articles used by technical teams, Global Operation Center, Global Service Desk, employees, and customers of TransUnion. The Senior Analyst also participates in analysing audience needs.

Governance: Helps establish and monitor the knowledge management governance processes, style guidelines, metadata, and templates.

In this role you will be responsible for assisting and advising Global Technology associates in managing their knowledge article content as appropriate for the supported service.

You will assist in the expansion of knowledge management to new regions and audiences and help promote the knowledge management process throughout the company.

Document and maintain ITSM standard operating procedures / user instruction / and workflows to ensure knowledge sharing.

Create and lead training classes on ITSM processes and ServiceNow functionality.

Assist subject experts in contributing articles to the knowledge base. Monitor article health and work with subject experts to address issues.

Ensure articles follow style guidelines, workflows, and metadata standards.

Help identify knowledge gaps and facilitate knowledge creation.

Convert existing internal knowledge articles for customer audiences.

Work with international regions to help move their knowledge into the knowledge base.

 Train contributors on using knowledge templates and following the knowledge management process.

Help implement and contribute to style guidelines, knowledge management and ITIL best practices.

Good documentation skills, with proficiency in Microsoft's Word and Excel

ITIL v3 or ITIL v4 Foundation certification


Minimum qualifications

  • Graduate in any stream
  • Good communication skills
  • Familiar with ITIL and ITSM processes.
  • Strong knowledge and hands-on experience in Knowledge Management
  • Ability to multi-task, manage time and follow through with assignments
  • Should be adherent to process defined workflows


Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values diversity and inclusion, respect and integrity, customer focus, and innovation. For more information, Follow us on TwitterFacebookLinkedIn, and YouTube

Job: Lead Associate

Job ID: ITO051280

Primary Location: India - Hyderabad

Education Level: Bachelor's / Graduation / Equivalent

Job Posting: Mar 3, 2022

Master Skills List: Operations

Job Category: Full Time