ITSM Principal Engineer - Knowledge Management

Overview

The IT Knowledge Manager develops and optimizes the knowledge ecosystem that supports IT service delivery and employee selfservice. They lead the adoption of AI-especially ServiceNow Now Assist-to elevate knowledge creation, retrieval, and support outcomes for both IT teams and end users.

Responsibilities

AIEnabled Knowledge Transformation

• Lead the implementation and optimization of AI capabilities in ServiceNow, including Now Assist for knowledge generation, summarization, and retrieval.
• Identify opportunities to use AI to streamline IT research, troubleshooting, and documentation workflows.
• Partner with IT End User Services and other departments involved in IT services to advance an AIdriven knowledge strategy aligned with service delivery goals.

Knowledge Management Strategy & Governance

• Own the strategy, standards, and lifecycle processes for internal IT and enduser facing knowledge bases.
• Establish and enforce taxonomy, metadata, and lifecycle governance, leveraging AI to identify improvements and strengthen adherence.
• Improve knowledge base structure and navigation using AI insights to enhance usability and search performance.

Content Development & Optimization

• Create, revise, consolidate, and retire knowledge articles to ensure clarity, accuracy, and alignment with IT processes.
• Use AIpowered analysis to detect redundant or outdated content and prioritize cleanup.
• Draft new articles with technical steps, troubleshooting guidance, and process instructions tailored to IT or enduser audiences.
• Collaborate with system owners and IT leads across the organization to document support procedures, incorporating AIassisted content generation where appropriate.

Leftward Shift & Service Desk Enablement

• Expand highquality selfservice content and improve First Level Resolution using AIdriven ticket and trend analysis.
• Partner with Service Desk leadership and other IT departments to reduce escalations through targeted knowledge development.
• Coach Service Desk and IT staff on effective knowledge creation, usage, and AIassisted authoring.

Knowledge Base Architecture & Continuous Improvement

• Enhance or redesign knowledge base structures to support new services or organizational changes.
• Use analytics and AI insights to monitor usage, identify gaps, and guide continuous improvement.
• Lead small pilots to test new workflows, AI features, or content models.

Knowledge and Event-Related Communications

• Draft and edit clear, concise Service Desk communications, including announcements regarding technical and service capabilities, system or service availability updates, and incident advisories.
• Use AI tools to accelerate drafting and ensure communications are accessible to nontechnical audiences.

Qualifications

Education or Experience

• Associate or bachelor's degree in a STEM field, Information Systems, Technical Communications, or related discipline or equivalent professional experience.
• At least 8-10 years of experience in IT service delivery, knowledge management, technical writing, or Service Desk operations.
• At least two years of experience with an industry-standard Knowledge Management tool; experience with ServiceNow Knowledge Management and Now Assist strongly preferred.
• ITIL Foundations familiarity preferred; certification is a plus.
• Basic project management experience required.

Required Skills and Abilities

• Exceptional English written and verbal communication skills, with the ability to translate complex technical concepts into clear, userfriendly content.
• Strong analytical and criticalthinking skills, including the ability to interpret and apply AIgenerated insights.
• Ability to work effectively in a global, crossfunctional environment.
• Highly organized with strong timemanagement skills and the ability to manage multiple tasks.
• Solid understanding of IT support processes and troubleshooting methodologies.
• Comfort with emerging technologies, especially AI and automation within ServiceNow.
• Normal business hours for this role should be the EMEA shift from 12:30pm to 9:30pm IST, and this role will be required to be on-site Tuesday-Thursday.

Company Description

Waters Corporation (NYSE:WAT) is a global leader in life sciences and diagnostics, dedicated to accelerating the benefits of pioneering science through analytical technologies, informatics, and service. With a focus on regulated, high-volume testing environments, our innovative portfolio harnesses deep scientific expertise across chemistry, physics, and biology. We collaborate with customers around the world to advance the release of effective, high-quality medicines, ensure the safety of food and water, and drive better patient outcomes by detecting diseases earlier, managing routine infections, and combating antibiotic resistance. Through a shared culture of relentless innovation, our passionate team of ~16,000 colleagues turn scientific challenges into breakthroughs that improve lives worldwide.

Diversity and inclusion are fundamental to our core values at Waters Corporation. It benefits our employees, our products, our customers and our community. Waters complies with all applicable federal, state, and local laws. Qualified applicants are considered without regard to sex, race, color, ancestry, national origin, citizenship status, religion, age, marital status (including civil unions), military service, veteran status, pregnancy (including childbirth and related medical conditions), genetic information, sexual orientation, gender identity, legally recognized disability, domestic violence victim status, or any other characteristic protected by law. Waters is proud to be an equal opportunity workplace and is an affirmative action employer. All hiring decisions are based solely on qualifications, merit, and business needs at the time.