Sr. Knowledge Management Specialist

Be the one building AI-powered experiences where they matter most.

At Genesys, we help organizations create better customer experiences through AI-powered experience orchestration.

Our platform connects people, systems, data and AI to help organizations deliver more personalized service, improve operational efficiency and build stronger customer relationships.

Help build, support and operate technology used by more than 8,000 organizations in over 100 countries– moving AI from possibility to production in real-world enterprise environments every day.

Role Summary

Genesys is seeking a proactive Knowledge Management & Service Desk Enablement Specialist to join the Global Service Desk (GSD) team in Chennai.

In this role, you will drive continuous improvement in service desk performance by identifying knowledge gaps, enhancing content quality, and enabling support teams through structured training, onboarding, and knowledge‑sharing initiatives.

As a key partner to Support Operations, QA, and Training, you will drive the effectiveness of the service desk knowledge ecosystem, ensuring agents have timely access to accurate, actionable knowledge.

This will enable consistent, high‑quality customer experiences and measurable improvements in operational efficiency and support outcomes.

Key Responsibilities

• Knowledge Strategy, Performance & Continuous Improvement
• Analyze service desk data (tickets, escalations, trends) to identify knowledge gaps and improvement opportunities.
• Conduct audits of incidents and requests to uncover training and documentation needs.
• Define and manage KPIs to measure the effectiveness of the knowledge ecosystem (usage, quality, search success, deflection).
• Use data‑driven insights to improve knowledge content, training effectiveness, and support outcomes.
• Drive initiatives to improve first call resolution, reduce escalations, and enhance agent productivity.
• Partner with team leads, QA, and SMEs to prioritize improvements and convert tribal knowledge into reusable assets.
• Training, Enablement & Knowledge Adoption
• Deliver knowledge‑sharing sessions, refresher trainings, and upskilling programs.
• Lead new hire onboarding on tools, processes, and product knowledge.
• Develop targeted learning plans based on recurring issues and performance insights.
• Promote a culture of knowledge sharing and continuous learning across the service desk.
• Knowledge Management & Governance
• Own and maintain knowledge assets, including KB articles, SOPs, runbooks, and Service Now content.
• Establish and enforce governance models, content standards, and review processes.
• Perform periodic audits to ensure relevance, usability, and compliance.
• Enhance content structure, tagging, and searchability to improve self‑service adoption.
• Manage and optimize knowledge across platforms such as Service Now and internal repositories.
• AI & Automation
• Leverage AI tools to identify knowledge gaps, trends, and content improvement opportunities from support data and user interactions.
• Use generative AI to create, summarize, and standardize knowledge content while ensuring accuracy and compliance.
• Partner with chatbot and virtual agent teams to enable knowledge reuse and improve AI‑driven self‑service effectiveness.
• Required Qualifications
• Bachelor’s degree in business, Information Systems, Computer Science, or a related field.
• 4–7 years of experience in Knowledge Management, IT Service Management, or Support Enablement roles.
• Hands‑on experience with Service Now Knowledge Management or similar platforms.
• Strong understanding of service desk operations, incident management, and IT support workflows.
• Experience designing or implementing AI‑ready knowledge frameworks, governance models, and content strategies.
• Solid understanding of AI/automation concepts in knowledge management and support environments.
• Proven ability to analyze support data and translate insights into actionable improvements.
• Excellent communication, collaboration, training, and facilitation skills.
• Preferred Qualifications
• Experience in Saa S, Cloud, or Customer Experience (CX) environments.
• Familiarity with AI‑powered knowledge systems, chatbots, or virtual assistants.
• Working knowledge of ITIL practices or KCS (Knowledge‑Centered Service) methodology.
• Experience working with global, cross‑functional support teams.
• Exposure to QA frameworks, audit processes, and service desk performance metrics.
• #LI-Remote
• #LI-GR1
• Working at Genesys
• AI at enterprise scale
• Build, support and operate AI‑powered technology used by more than 8,000 organizations worldwide. 150+ new AI features were released in the last fiscal year.
• A flexible‑first culture
• Join a global team of nearly 7,000 employees with flexible ways of working designed to help people do their best work.
• Growth in the AI era
• Build future‑ready skills through mentorship, learning programs, leadership development and education support.
• Time to recharge and give back
• Benefits include paid volunteer time, August Free Fridays, well‑being resources and regionally tailored programs for employees and their families.
• Recognized globally
• Genesys is Great Place to Work® certified in 17 countries and 94% of employees are proud to tell others they work at Genesys.

Genesys is an equal opportunity employer committed to fairness in the workplace.

We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics.

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