Administrator (Support & Operations)

Technology, Data & Digital · IT Infrastructure & Security · IT Support · Software Engineering

In short

The Knowledge Lead role at HCLTech in Hyderabad focuses on managing and improving the organization's knowledge management ecosystem, ensuring content accuracy and accessibility. This position involves leading knowledge operations, governance, and stakeholder collaboration to support service delivery teams and drive operational excellence.

Responsibilities

Lead end-to-end Knowledge Management operations and governance.
Review, edit, format, approve, and publish knowledge base articles.
Manage knowledge requests, intake, and article lifecycle processes.
Monitor and process Knowledge Tasks (KTASKs), article updates, retirements, and periodic reviews.
Maintain knowledge repositories, shared mailboxes, and knowledge management tools.
Analyze knowledge quality, user feedback, and usage trends to identify improvement opportunities.
Coordinate with authors, service owners, and support teams for content accuracy.
Manage article translation and localization.
Develop and maintain operational reports, dashboards, and knowledge performance metrics.
Facilitate knowledge governance meetings and stakeholder reviews.
Drive adherence to Knowledge Management best practices and organizational standards.
Support onboarding and training of new Knowledge Managers and Analysts.
Ensure timely response to knowledge-related inquiries and escalations.
Partner with Service Delivery, Operations, and Business teams to improve self-service and knowledge adoption.
Contribute to continuous service improvement initiatives.

Requirements

Knowledge Management and Knowledge-Centered Service (KCS) practices.
Strong documentation, content review, and editorial skills.
ServiceNow Knowledge Management experience.
Knowledge article lifecycle management.
Stakeholder management and communication skills.
Reporting, analytics, and trend analysis.
Process improvement and governance experience.
Strong organizational and prioritization abilities.
Training, coaching, and mentoring capabilities.
Problem-solving and decision-making skills.
Experience managing shared mailboxes and operational queues.

Benefits

Supercharge your potential.
Find your career.
Find your spark.
A place that knows that helping its customers stay on top starts by putting its people first.

Skills

Knowledge ManagementKnowledge-Centered Service (KCS)DocumentationContent ReviewEditorial SkillsServiceNow Knowledge ManagementStakeholder ManagementCommunication SkillsReportingAnalyticsTrend AnalysisProcess ImprovementGovernanceOrganizational SkillsPrioritizationTrainingCoachingMentoringProblem-solvingDecision-making

#Support#Operations#Knowledge Management#Administrator

About HCLTech

Supercharging progress through technology and innovation

HCLTech is a global technology company, home to 219,000+ people across 54 countries, delivering industry-leading capabilities centered around digital, engineering and cloud, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending September 2022 totaled $12.1 billion. To learn how we can supercharge progress for…

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