Tower Lead - Knowledge Mgmt, ServiceNow

Job Summary

We are seeking an experienced Tower Lead - Knowledge Management & ServiceNow to support and enhance Knowledge Management processes and IT Service Management operations for Kenvue Brands LLC. The role will focus on managing, analyzing, and improving service delivery through effective utilization of ServiceNow, Power BI, and related ITSM tools. The candidate will be responsible for driving process improvements, maintaining knowledge repositories, generating insightful dashboards and reports, and ensuring seamless coordination among stakeholders. This position requires strong leadership capabilities, analytical thinking, and expertise in service management platforms to support business objectives and operational excellence.

Key Responsibilities

Lead Knowledge Management initiatives and govern knowledge lifecycle processes.Administer, maintain, and enhance ServiceNow modules and workflows.Develop, monitor, and maintain Power BI dashboards, reports, and performance metrics.Analyze service delivery data and provide actionable insights for continuous improvement.Ensure adherence to ITIL-based service management practices and organizational standards.Collaborate with cross-functional teams to identify automation opportunities and optimize processes.Manage incident, request, and knowledge management reporting requirements.Support stakeholder reviews, governance meetings, and operational performance assessments.Drive automation and process efficiency initiatives across service management functions.

Skill Requirements

Strong hands-on experience with ServiceNow administration and management.Proficiency in Power BI dashboard development, data visualization, and reporting.Knowledge of Knowledge Management frameworks and IT Service Management processes.Understanding of ITIL concepts and service delivery best practices.Experience with automation, workflow management, and reporting tools.Strong analytical, problem-solving, and stakeholder management skills.Excellent communication and documentation capabilities.

Other Requirements

Experience in managing enterprise-scale service management environments.Ability to work effectively with global teams and business stakeholders.Strong leadership and team coordination skills.Willingness to support operational governance and continuous improvement initiatives.Experience in Knowledge Management, BMC Remedy, CA Service Desk Manager, or similar ITSM platforms will be an added advantage.Ability to work from the Chennai delivery location and support customer-facing service operations when required.