At Infosys, I manage the knowledge lifecycle in ServiceNow, from creation and review to retirement, following ITIL and ITSM practices. I write, review, and maintain KCS knowledge articles.
I track knowledge governance, including Annual Review Date and Meta Mandate compliance, and monitor self-service tickets, SLA, CSAT, escalation reduction, and utilization metrics. I also work with stakeholders and resolver groups to improve knowledge quality.
At Amdocs, I supported technical incident resolution and captured knowledge from SMEs, support teams, and resolved tickets to create KCS articles. Earlier at Citius, I provided desktop and VPN support, user administration, and helpdesk ticket management.
