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60 Kcs Infrastructure Manager Jobs Hiring Near You

Sharp Solutions Inc

Service Desk L1.

Denver, CO · On-site

... management tool (currently Remedy). The Service Desk will follow Information Technology Infrastructure Library (ITIL), Knowledge-Centered Support (KCS), HDI ( best practices and established ...

Sharp Solutions Inc

Service Desk L1

Denver, CO · On-site

$20.50 - $28/hr

... management tool (currently Remedy). The Service Desk will follow Information Technology Infrastructure Library (ITIL), Knowledge-Centered Support (KCS), HDI ( best practices and established ...

Sharp Solutions, Inc.

Service Desk L1.

Denver, CO · On-site

$21 - $28.75/hr

... management tool (currently Remedy). The Service Desk will follow Information Technology Infrastructure Library (ITIL), Knowledge-Centered Support (KCS), HDI ( best practices and established ...

Sharp Solutions, Inc.

Service Desk L1

Denver, CO · On-site

$21 - $28.75/hr

... management tool (currently Remedy). The Service Desk will follow Information Technology Infrastructure Library (ITIL), Knowledge-Centered Support (KCS), HDI ( best practices and established ...

Linuxconfig

Senior IT Engineer

Irvine, CA · On-site

$140 - $180/hr

... KCS). * Administer and enhance core IT infrastructure , including our Windows and Linux ... Experience with configuration management tools like Ansible, Puppet, or Chef. * Deep, hands‑on ...

New

Sharp Solutions, Inc.

Service Desk L1.

Lakewood, CO · On-site

$20.50 - $28/hr

... management tool (currently Remedy). The Service Desk will follow Information Technology Infrastructure Library (ITIL), Knowledge-Centered Support (KCS), HDI ( best practices and established ...

Sharp Solutions Inc

Service Desk L1.

Denver, CO · On-site

$43K - $45K/yr

... management tool (currently Remedy). The Service Desk will follow Information Technology Infrastructure Library (ITIL), Knowledge-Centered Support (KCS), HDI ( best practices and established ...

Sharp Solutions Inc

Service Desk L1

Denver, CO · On-site

$43K - $45K/yr

... management tool (currently Remedy). The Service Desk will follow Information Technology Infrastructure Library (ITIL), Knowledge-Centered Support (KCS), HDI ( best practices and established ...

Sharp Solutions Inc

Service Desk L1.

Denver, CO · On-site

$43K - $45K/yr

... management tool (currently Remedy). The Service Desk will follow Information Technology Infrastructure Library (ITIL), Knowledge-Centered Support (KCS), HDI ( best practices and established ...

Sharp Solutions, Inc.

Service Desk L1

Lakewood, CO · On-site

$20.50 - $28/hr

... management tool (currently Remedy). The Service Desk will follow Information Technology Infrastructure Library (ITIL), Knowledge-Centered Support (KCS), HDI ( best practices and established ...

Sharp Solutions Inc

Service Desk L1

Denver, CO · On-site

$43K - $45K/yr

... management tool (currently Remedy). The Service Desk will follow Information Technology Infrastructure Library (ITIL), Knowledge-Centered Support (KCS), HDI ( best practices and established ...

Industrious Ventures

Senior IT Engineer

Irvine, CA · On-site

$140 - $180/hr

... KCS). * Administer and enhance core IT infrastructure , including our Windows and Linux ... Experience with configuration management tools like Ansible, Puppet, or Chef. * Deep, hands-on ...

New

GDIT

Knowledge Manager

Falls Church, VA

Information Technology Infrastructure Library (ITIL), Knowledge Base Management, Knowledge ... Drive adoption and cultural integration of knowledge-centered practices (KCP/KCS principles where ...

Keolis America

Project Director

Somerville, MA · On-site

... KCS at external events and industry committees as required. Required Skills & Experience: * Seasoned Railway Infrastructure professional with 10+ years of experience in the project management ...

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Infographic showing various Infrastructure Manager job openings at Kcs in the United States as of August 2026, with employment types broken down into 50% Full Time, and 50% Contract. Highlights an 100% Physical job distribution.

Knowledge Manager-ServiceDesk Plus & ITSM

Cognizant

Des Moines, IA • On-site

$90 - $120/hr

Other

Posted 2 days ago

New

Cognizant rating

7.2

Company rating: 7.2 out of 10

Based on 86 frontline employees who took The Breakroom Quiz

53rd of 72 rated business consultants

Job description

Job Description: Knowledge Manager – ServiceDesk Plus ITSM Location: Des Moines, IA/ Hybrid (2 or 3 days Onsite)

Cognizant will only consider applicants for this position who are legally authorized to work in US without requiring employer sponsorship, now or at any time in the future.

Key Responsibilities Knowledge Management Governance
  • Own and manage the Knowledge Management process aligned with ITIL and Knowledge-Centered Service (KCS) practices.
  • Define knowledge lifecycle standards, approval workflows, review schedules, and content ownership.
  • Establish governance frameworks for article quality, compliance, and knowledge reuse.
  • Maintain audit readiness and documentation standards.
ServiceDesk Plus Knowledge Base Administration
  • Administer and maintain the Knowledge Base module within ManageEngine ServiceDesk Plus.
  • Configure categories, templates, tags, metadata, and article structures.
  • Ensure proper integration between Incident, Problem, Change, and Knowledge Management processes.
  • Manage user roles, permissions, and content visibility.
Knowledge Content Management
  • Create, review, publish, and retire knowledge articles.
  • Capture resolutions from incidents, service requests, problem records, and major incidents.
  • Develop SOPs, troubleshooting guides, work instructions, known error documentation, and FAQs.
  • Drive knowledge standardization across Service Desk, Infrastructure, Applications, Network, Security, and End User Support teams.
Continuous Service Improvement
  • Identify knowledge gaps through ticket trending and root cause analysis.
  • Promote shift-left and self-service initiatives by expanding reusable knowledge content.
  • Improve service desk effectiveness through knowledge-driven support practices.
Training and Adoption
  • Conduct training sessions and awareness programs for support teams.
  • Drive adoption of Knowledge-Centered Support (KCS) principles.
  • Coach analysts and engineers on article creation and knowledge reuse.
  • Promote self-help and self-service knowledge utilization among end users.
Reporting and Analytics
  • Track and report:
    • Knowledge article utilization
    • Knowledge contribution rates
    • First Contact Resolution (FCR)
    • MTTR improvement
    • Self-service usage trends
    • Article quality and effectiveness scores
    • Knowledge gap analysis
  • Present monthly performance reports and recommendations to management.
Required Skills Technical Skills
  • Strong experience with ManageEngine ServiceDesk Plus (SDP).
  • Expertise in ITIL-based Knowledge Management processes.
  • Experience with Incident, Problem, Change, Service Request, and CMDB processes.
  • Knowledge of KCS (Knowledge-Centered Service) methodologies.
  • Experience in creating technical and operational documentation.
  • Familiarity with reporting and dashboard creation within ITSM platforms.
Functional Skills
  • Excellent technical writing and documentation skills.
  • Process governance and compliance management.
  • Analytical and problem-solving abilities.
  • Stakeholder management and communication skills.
  • Training and coaching capabilities.
Preferred Tools
  • ManageEngine ServiceDesk Plus
  • SharePoint
  • Microsoft 365
  • Power BI
  • AI-enabled knowledge platforms and chatbots
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