Knowledge Management Specialist & Trainer (Service Desk)

About the role

We are looking for a Knowledge Management Specialist/Trainer to lead service‑desk training and maintain our knowledge base. The role combines classroom facilitation, performance coaching and the governance of knowledge articles in line with ITIL best practices.

Key responsibilities

• Design, deliver and facilitate pre‑process and process training for new hires.
• Manage training batches, track attendance and ensure compliance with process guidelines.
• Assess trainee performance through competency‑based evaluations and provide targeted coaching.
• Conduct Training Needs Analysis, pre‑ and post‑training assessments and audit training effectiveness.
• Collaborate with Operations and Quality teams to align training programs with business requirements.
• Develop, edit and publish knowledge articles, FAQs, SOPs and troubleshooting guides.
• Maintain and improve the knowledge base, monitoring usage and article relevance.
• Administer KM tools such as ServiceNow, Jira and Confluence, ensuring they are up‑to‑date.

Required profile

• Proven experience in training and facilitation for service‑desk environments.
• Strong ability to evaluate performance and deliver constructive feedback.
• Experience conducting Training Needs Analysis and audit processes.
• Collaborative mindset with a track record of working with Operations and Quality teams.
• Detail‑oriented documentation and reporting skills.

Required skills

• ServiceNow
• Jira
• Confluence
• ITIL framework

What we offer

• Clear career progression and promotion pathways.
• Continuous learning through internal trainings.
• Inclusive, people‑first workplace culture.
• Health coverage, HMO benefits and leave credits.
• Referral rewards program.