Request and Knowledge Management Lead

Process Lead Service Request and Knowledge Management

Job Responsibilities:

Essential duties and responsibilities include the following. Other duties may be assigned as appropriate.

• Own end-to-end Service Request Management and Knowledge Management processes.
• Define, document, and maintain process policies, standards, workflows, and procedures.
• Ensure alignment with ITIL frameworks and organizational goals.
• Establish and enforce process governance, compliance, and audit readiness.
• Serve as the functional lead for ServiceNow modules related to: Service Catalog, Request Fulfillment and Knowledge Management.
• Partner with ServiceNow developers/administrators to design and optimize workflows, catalog items, and knowledge lifecycle.
• Drive automation, self-service capabilities, and digital transformation initiatives.
• Oversee creation, maintenance, and optimization of service catalog items.
• Ensure requests are standardized, user-friendly, and aligned with business needs.
• Reduce manual effort through workflow automation and integration.
• Monitor request fulfillment performance (SLAs, turnaround time, backlog).
• Establish and maintain a knowledge management strategy, including governance and lifecycle management.
• Promote knowledge-centered service practices.
• Ensure content quality, relevance, accessibility, and compliance.
• Drive adoption of knowledge articles for self-service and agent use.
• Analyze KPIs and metrics to identify improvement opportunities.
• Lead initiatives to improve efficiency, user satisfaction, and cost-effectiveness.
• Conduct regular process maturity assessments and improvement roadmaps.
• Drive shift-left strategies and self-service adoption.
• Collaborate with IT, business stakeholders, service owners, and support teams.
• Facilitate workshops and training sessions.
• Act as a trusted advisor on ITSM best practices and ServiceNow capabilities.
• Manage vendor/partner relationships where applicable.
• Define and track KPIs such as: Request fulfillment SLAs, Catalog usage and adoption
• Knowledge article usage, quality, and deflection rate.
• Provide regular reporting and insights for leadership.
• Drive accountability across teams for process adherence.
• Provide backup support for other Process Leads when they are out of the office and as needed.
• Provide after-hour support as and when required.

Required Qualifications:

• Bachelors degree in computer science / information systems or equivalent combination of relevant education and experience.
• ServiceNow Certification, ITIL Certification or equivalent.
• 4+ years of experience with ServiceNow ITSM modules (Service Catalog & Knowledge Management).
• Deep understanding of the ITIL and ITSM processes, IT Infrastructure and Information Systems.
• 2+ years of experience with Power BI and Microsoft Teams.
• Excellent verbal, presentation and written communication skills in English, including the ability to communicate complex technical issues effectively and clearly to non-technical colleagues.
• Ability to create professional quality technical documentation, procedures, presentations and knowledge articles.
• Ability to prioritize and complete multiple tasks during critical and high-pressure situations.
• Excellent planning, collaborative, interpersonal, and time management skills.
• Excellent troubleshooting and problem-solving skills coupled with strong analytical skills.

Company Details:

At ADM, we unlock the power of nature to provide access to nutrition worldwide. With industry-advancing innovations, a complete portfolio of ingredients and solutions to meet any taste, and a commitment to sustainability, we give customers an edge in solving the nutritional challenges of today and tomorrow. Were a global leader in human and animal nutrition and the worlds premier agricultural origination and processing company.

Our breadth, depth, insights, facilities and logistical expertise give us unparalleled capabilities to meet needs for food, beverages, health and wellness, and more. From the seed of the idea to the outcome of the solution, we enrich the quality of life the world over. Learn more at www.adm.com.

Conclusion :

Diversity, equity, inclusion and belonging are cornerstones of ADMs efforts to continue innovating, driving growth, and delivering outstanding performance. We are committed to attracting and retaining a diverse workforce and create welcoming, truly inclusive work environments environments that enable every ADM colleague to feel comfortable on the job, make meaningful contributions to our success, and grow their career. We respect and value the unique backgrounds and experiences that each person can bring to ADM because we know that diversity of perspectives makes us better, together.

We welcome everyone to apply. We are committed to ensuring all qualified applicants receive consideration for employment regardless of race, color, ethnicity, disability, religion, national origin, language, gender, gender identity, gender expression, marital status, sexual orientation, age, protected veteran status, or any other characteristic protected by law.