Knowledge Management Specialist

Req ID:507065 

Leading societies to a low carbon future, Alstom develops and markets mobility solutions that provide the sustainable foundations for the future of transportation. Our product portfolio ranges from high-speed trains, metros, monorail, and trams to integrated systems, customised services, infrastructure, signalling and digital mobility solutions. Joining us means joining a caring, responsible, and innovative company where more than 70,000 people lead the way to greener and smarter mobility, worldwide.

Knowledge Management Specialist

Take on a new challenge, and apply your management expertise in a cutting-edge field, working with dynamic, dedicated and collaborative teams while serving as a bridge between the vendor and Alstom to make a significant Impact.

The Knowledge Management Specialist is responsible for governing, managing, and continuously improving all IT Knowledge Base spaces to ensure the availability of high-quality, accurate, and reusable knowledge. This role supports efficient IT operations, vendor knowledge compliance, and increased self-service adoption across the organization. With 9–10 years of experience, the specialist leads the end-to-end knowledge lifecycle, defines and enforces knowledge standards, and drives continuous improvement through metrics, audits, and performance analysis. The role also focuses on creating engaging and user-friendly knowledge content, including FAQs, how-to guides, troubleshooting documentation, and instructional videos, enabling end users to independently resolve issues and reducing service desk ticket volumes.

Job Requirements : 

• Manage the complete knowledge lifecycle, including creation, review, approval, publishing, maintenance, and retirement of knowledge articles.
• Ensure awareness and adoption of Knowledge Centered Services methodology across IT support teams to improve knowledge reuse and service efficiency.
• Conduct regular knowledge audits and quality reviews to ensure relevance, consistency, and compliance with defined standards.
• Establish governance for vendor-created knowledge content, including review, approval, and ongoing compliance with knowledge guidelines.
• Identify knowledge gaps across IT services and drive continuous improvement initiatives. 
• Identify risks and issues, and assist in developing mitigation strategies.
• Define, track, and report knowledge management KPIs, including usage, effectiveness, deflection, and self-service adoption.
• Analyze knowledge performance trends and publish regular insights and performance reports for stakeholders.
• Drive self-service adoption by designing intuitive, user-friendly knowledge experiences aligned with incident, problem, and request trends.
• Reduce ticket volumes through high-quality self-help content, FAQs, troubleshooting guides, and how-to documentation.
• Create Self-Serve Knowledge articles into instructional videos to enhance user experience, improve understanding and enable users to independently resolve issues through visual, step-by-step guidance.
• Collaborate with IT teams, Service Desk, and vendors to continuously improve knowledge maturity and service efficiency.
• Facilitate meetings, document minutes, and follow up on action items.
• Support change management and communication plans for project rollouts.
• Coordinate with cross-functional teams including IT Operations, ServiceNow development team and other Business Units\
• Ensure compliance with internal standards, policies, and governance frameworks.

Qualifications & Skills:

EDUCATION

• Bachelor’s degree in information technology, Computer Science, Engineering, or a related field.
• ITIL Foundation or higher certification preferred.
• Knowledge Management or Service Management certifications are an added advantage.

TECHNICAL COMPETENCIES & EXPERIENCE

• Should have at least 9-10 years of experience in IT Knowledge Management.
• Hands-on experience with ITSM tools such as ServiceNow, SharePoint.
• Experience managing enterprise Knowledge Base platforms.
• Strong understanding of self-service portal design and optimization.
• Experience creating videos using tools such as Clipchamp, Camtasia or similar.
• Experience defining and tracking knowledge management metrics.
• Familiarity with content management and documentation best practices.
• Experience working in IT operations, service desk, or shared services environments.
• Hands-on experience with end-user related technologies / domains is an added advantage and preferred
• Should have good communication, strong general management and inter-personal skills
• Demonstrates strong overall understanding of mainstream IT systems, planification, hardware, software and practices in order to effectively implement and support IT and End User Community.
• Should have sound understanding and relevant experience in managing ITIL processes and framework.

BEHAVIORAL COMPETENCIES:

• Fluent in English, the candidate should be able to work with autonomy in a multi-cultural environment and ready to face the challenges that Alstom has to offer.
• Ability to collaborate, influence and motivate cross-functional teams.
• Ability and flexibility to adapt to change, including shifting and competing priorities.
• Demonstrate a strong customer, quality, cost and delivery focus.
• Demonstrate collaborative work approach with strong abilities in relationship management.
• Ability to work independently and manage multiple priorities.

Location: Bangalore 

Alstom is the leading company in the mobility sector, solving the most interesting challenges for tomorrow’s mobility. That’s why we value inquisitive and innovative people who are passionate about working together to reinvent mobility, making it smarter and more sustainable. Day after day, we are building an agile, inclusive and responsible culture, where a diverse group of people are offered opportunities to learn, grow and advance in their careers, with options across functions and geographic locations. Are you ready to join a truly international community of great people on a challenging journey with a tangible impact and purpose?

Equal opportunity statement:
Alstom is an equal opportunity employer committed to creating an inclusive working environment where all our employees are encouraged to reach their full potential, and individual differences are valued and respected. All qualified applicants are considered for employment without regard to race, colour, religion, gender, sexual orientation, gender identity, age, national origin, disability status, or any other characteristic protected by local law.